Service & Permit Administrator

Harwich Port Heating and Cooling; Harwich (MA); On-site; USD 45,000 - 65,000; Full time

Job summary

Harwich Port Heating and Cooling is seeking an HVAC Service Coordinator to act as the primary liaison among customers, technicians, and management. You will schedule, dispatch, and coordinate service calls, ensuring timely communication and accurate work order processing while optimizing resource use.

The role emphasizes customer satisfaction, operational efficiency, and supporting the field service team with documentation and coordination across departments.

Qualifications

• The role requires 2+ years of experience in HVAC, plumbing, electrical, or a service-based field.
• Strong administrative, scheduling, and customer service skills are essential.
• Familiarity with permit processes and local municipality requirements is preferred.
• Experience with service software and/or CRM tools is desirable.
• Attention to detail and ability to manage multiple priorities are required.
• Professional written and verbal communication skills are a must.

Responsibilities

• Create, review, and close out work orders, ensuring accurate coding for labor and parts.
• Schedule service calls, dispatch technicians, and maintain a service calendar.
• Communicate with customers regarding delays, updates, and issues.
• Register warranties for installations and track expiration dates.
• Create and track maintenance agreements with customers.
• Assist with timecard verification and reporting for technicians.
• Provide technicians with job details, directions, and notes.
• Coordinate with warehouse for parts availability and documentation.

Skills

HVAC experience

Scheduling

Customer service

CRM software

Permits familiarity

Detail-oriented

Communication skills

Job description

Description

The HVAC Service Coordinator serves as the primary point of contact between customers, field technicians, and management. This role is responsible for scheduling, dispatching, and coordinating service calls, ensuring timely communication, accurate work order processing, and efficient utilization of company resources. The Service Coordinator plays a key role in customer satisfaction, operational efficiency, and supporting the field service team.

Position Summary

The HVAC Service Coordinator serves as the primary point of contact between customers, field technicians, and management. This role is responsible for scheduling, dispatching, and coordinating service calls, ensuring timely communication, accurate work order processing, and efficient utilization of company resources. The Service Coordinator plays a key role in customer satisfaction, operational efficiency, and supporting the field service team.

Essential Duties and Responsibilities

Work Order Management

• Create, review, and close out work orders in FieldEdge.
• Verify job details (customer information, equipment, warranty, maintenance agreements).
• Ensure accurate coding for labor, parts, and warranties.
• Collect and enter purchase orders or authorization numbers when required.

Permitting

• Apply for and track permits for HVAC installations, replacements, and service jobs.
• Communicate with municipalities to ensure timely permit approvals and inspections.
• Maintain organized records of permit status, expirations, and follow-up requirements.

Scheduling & Dispatching

• Assign and dispatch service technicians based on skill set, availability, and location.
• Monitor technician workloads and adjust schedules to maximize efficiency.
• Track work orders in FieldEdge (or equivalent CRM/dispatch software).
• Maintain a daily/weekly service calendar.

Customer & Client Service

• Answer inbound service calls, emails, and portal requests from customers.
• Schedule service appointments, providing accurate arrival windows.
• Communicate with customers regarding delays, reschedules, and service updates.
• Handle customer concerns promptly and elevate issues to the Service Manager as needed.

Warranty Registration

• Register warranties for new installations with manufacturers.
• Ensure warranty documentation is complete, accurate, and provided to customers.
• Track expiration dates and warranty terms for future service coordination.

Maintenance Agreements

• Create, renew, and track residential or light commercial maintenance agreements.
• Follow up with customers about expiring or lapsed agreements.
• Coordinate with technicians and customers to schedule maintenance visits.

Administrative & Reporting

• Assist with timecard verification and approval for assigned service technicians.
• Maintain records of service agreements, preventative maintenance schedules, and recurring visits.
• Generate daily, weekly, or monthly service performance reports.
• Support billing and collections by ensuring all documentation is complete and timely.

Team & Technician Support

• Provide technicians with job details, directions, and special instructions.
• Track technician progress and support them with parts ordering, job notes, or customer communications.
• Coordinate with warehouse and parts team to ensure required materials are available.
• Facilitate communication between the service team and management.

Requirements

Qualifications

• 2+ years’ experience in HVAC, plumbing, electrical, or a service-based industry.
• Strong administrative, scheduling, and customer service skills.
• Familiarity with permit processes and local municipality requirements (preferred).
• Experience with service software and/or CRM tools.
• Attention to detail and ability to manage multiple priorities.
• Professional communication skills—both written and verbal.

Key Competencies

• Organized and process-oriented
• Strong multitasker and communicator
• Problem-solver with a customer-first mindset
• Comfortable with compliance and documentation
• Team player who can work across departments
• Ability to remain calm and professional in fast-paced situations.
• Knowledge of HVAC systems and terminology is a plus.

Physical Demands and Work Environment

• Sit for prolonged periods of time.
• Repetitive Movements i.e. typing and mouse use.
• Prolonged screen viewing.
• Lifting up to 25 pounds.