Service Coordinator

Design & Service, INC.; Wilmington, Northern (MA, KY); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Healthcare benefits from Day 1

401(k) with company match

Paid holidays

Paid time off

Tuition reimbursement

Job summary

ARC Mechanical in Wilmington, MA is seeking a Service Coordinator to support our field staff of over 100 technicians. This onsite role manages dispatch, parts coordination, and customer communication throughout the service lifecycle.

The ideal candidate will have at least 3 years coordinating with technicians and customers in a fast-paced service business, a proactive leadership style, and experience with ERP/dispatch systems and HVAC environments.

Qualifications

• Minimum 3 years coordinating with technicians and customers in a fast-paced service business.
• Strong business acumen including service contracts and customer service skills.
• Proactive leadership with a proven dispatching track record.
• Initiative with quick, sound decision-making.

Responsibilities

• Coordinate parts and equipment to field staff.
• Receive service requests via phone and email.
• Schedule and dispatch service technicians to appointments.
• Record service requests accurately in dispatch system and assess urgency.
• Assign work orders to technicians and communicate with customers throughout the life cycle.
• Follow up on service requests requiring additional work and ensure notes are up to date.
• Schedule Preventive Maintenance tasks and ensure procedures are followed.
• Act as primary interface between customer and internal service teams.
• Champion ERP service module to maximize efficiencies.

Skills

Dispatch coordination

Customer communication

Team leadership

ERP/dispatch systems

Tools

ERP system

Job description

Description

ARC Mechanical is adding a Service Coordinator to our team. The HVAC / Refrigeration Service Coordinator is responsible for supporting our field staff of over 100 technicians. This is an onsite position, based out of our office in Wilmington, MA.

Key Responsibilities:

• Assist in coordinating of parts and equipment to field staff.
• Receive service requests via phone and e-mail.
• Schedule and dispatch Service Operations Technicians to appropriate service appointments.
• Accurately record service requests in our dispatch system and assess urgency.
• Assign work orders to the appropriate service technician.
• Continuously communicate with the customer through the work order life cycle.
• Follow up on service requests that need additional work.
• Keep service notes and schedule up to date.
• Schedule Preventive Maintenance tasks.
• Assure customer procedures are followed.
• Functions as the primary interface between the customer, and internal expertise surrounding all service activities.
• Maintains customer satisfaction by investigating concerns, implementing corrective action, and communicating with customers and assigned staff.
• Champion service module of ERP and maximize efficiencies through interrogation and analysis of key data.
• Manage work order life cycle from start of service event until completion, approve completed work to be billed.
• Standard hours will be 7:00am-4:00pm.

Requirements

• A minimum of 3 years’ experience working with technicians and customers in a high performing services business, preferably in the HVAC/Refrigeration market.
• Strong business acumen including a solid understanding of service contracts, an eye for detail and superior customer service skills.
• Must be a proactive leader with a proven track record of dispatching and directing the efforts of field technicians in response to customer needs.
• Possesses a high level of initiative coupled with the intuition to make sound decisions quickly.
• Experience working in a technical environment (HVAC/industrial refrigeration) is strongly preferred.

Benefits:

• Eligible for healthcare benefits on Day 1 of employment:
  • Medical, dental, vision, and prescription drug coverage
  • Flexible Spending Account (FSA), Dependent Care Spending Account (DCSA)
  • Health Savings Account (HSA)
  • Company-paid Life Insurance; Supplemental Employee, Spouse, and Dependent Life
  • Accident Hospital Indemnity
  • Company-paid Short and Long-term Disability Insurance
  • Pet Insurance
• Employer matched 401(k) saving plan (with Roth option)
• Weekly paycheck
• Generous paid holiday schedule (11 days per year)
• Paid time off (vacation + sick time)
• Learning & Development programs
• Employee Referral Bonus Program
• Tuition Reimbursement

EOE – Disability/Veterans