Service Coordinator

Description

The Service Coordinator will create a lasting impression for RBS – Service Division by maintaining ensuring operational efficiency and excellent customer satisfaction by effectively managing service technicians’ schedules, overseeing service workflows, and optimizing the coordination of resources. This individual will take a proactive leadership role in mentoring junior coordinators, solving complex scheduling issues, and streamlining service operations

Requirements

1. Technician Dispatch and Coordination

• Lead the daily dispatch of service technicians, balancing skills, availability, and location to assign service calls effectively.

• Provide technicians with critical job details, including job history, customer requirements, and other pertinent information to ensure smooth execution.

• Monitor technician availability and progress throughout the day, adjusting as needed to maintain efficient routing and timely task completion.

• Troubleshoot and resolve complex scheduling or field-related issues.

2. Service Workflow Management

• Take ownership of the service workflow, ensuring work orders are completed on time and within budget.

• Coordinate closely with service managers to forecast staffing needs based on upcoming service jobs and technician availability.

• Ensure timely follow-up on incomplete service orders, schedule return trips when necessary, and coordinate with the procurement team to secure required parts.

• Work with Service Manager(s) to process accurate billings daily and participate in collections efforts on Accounts Receivable as required.

3. Quote and Proposal Management

• Generate detailed and accurate quotes for service jobs, collaborating with service managers and technicians to confirm scope and pricing.

• Assist in preparing and presenting larger or more complex service quotes to customers, particularly for high-value projects.

• Track quote approvals and follow-up with clients, ensuring a seamless transition from quote generation to job execution.

4. Customer Relations and Scheduling

• Serve as the main point of contact for key customers, ensuring a high level of service by confirming appointments, addressing scheduling concerns, and handling escalations.

• Collaborate with customers on scheduling adjustments due to emergency calls, technician availability, or unforeseen delays, ensuring transparent communication.

• Lead customer satisfaction initiatives by gathering feedback post-service and implementing process improvements where needed.

5. Materials and Resource Management

• Supervise the staging and allocation of materials for service jobs, ensuring all necessary equipment and parts are available to technicians before dispatch.

• Work closely with procurement to track and expedite delivery of essential materials for critical service calls.

6. Team Leadership and Mentorship

• Provide leadership to junior service coordinators/and or CSRs, offering guidance on best practices for scheduling, communication, and workflow management.

• Assist in training new team members, ensuring they are proficient in using scheduling software and CRM systems and understand the division's processes.

• Identify areas for improvement within the coordination team and propose solutions to enhance overall service efficiency.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

• Minimum 5+ years of experience in service coordination, ideally within the construction, HVAC, or plumbing industries preferred

• Advanced knowledge of scheduling software, CRM systems, and Microsoft Office Suite.

• Proven track record of managing complex schedules, resolving service delivery issues, and handling customer concerns.

• Strong organizational skills, with the ability to prioritize tasks, multitask, and meet deadlines in a fast-paced environment.

• Excellent communication skills, both written and verbal, to effectively liaise with technicians, customers, and internal teams.

• In-depth knowledge of HVAC and plumbing systems and terminology.

• Leadership experience or a demonstrated ability to mentor and lead a team.

"Rogers Building Solutions is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, fostering growth and opportunity regardless of race, color, religion, gender, gender identity, sexual orientation, national origin, disability, veteran status, or any other protected status."

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