fbpx

SERVICE COORDINATOR

SERVICE COORDINATOR

Job Title:

Department:

Service Coordinator

Service

 

FLSA Status:

Non-Exempt

 

Work Hours:

8:00am to 5:00pm, Monday through Friday, some overtime

 

Primary Job Function:

Maintain the Service Technicians daily schedules and dispatch the technicians as service calls are completed. Schedule return trips with customers when parts are in. Maintain the on-call schedule for service technicians. Maintain customer database with current information. Clear and concise communications with department managers, employees and company customers, including keeping customers appraised as to company schedule and requested lead-times. Provide accounting with maintenance contract billing information. Prepare service invoices and timecards for processing.

 

Reports to:

Service Manager

 

Required Qualifications:

  • Advanced customer service skills.
  • Ability to multi-task
  • Organized
  • Geographical knowledge of service area or map reading skills
  • Knowledge of industry is recommended but not required
  • Computer skills
  • High school diploma or general education degree (GED)
  • Two years related experience and/or training in customer service, dispatching or project management or equivalent combination of education and experience

Desired Qualifications:

  • Working Knowledge of Industry
  • 3+ years dispatching experience
  • Advanced level skills using Microsoft Office products
 

Daily Duties:

  • Take incoming customer calls.
  • Schedule and coordinate all service calls as calls are received.
  • Create dispatch ticket for all service calls.
  • Dispatch Service Technicians, one call at a time.
  • Dispatch Service Technicians from home to first call.
  • Debrief Service Technicians after completion of each call.
  • Respond to all messages left overnight.
  • Maintain the dispatch board / schedule.
  • Forecast workload for 2 – 3 days out
  • Contact customers with a “Parts Pending” status as parts are received for scheduling.
  • Follow up on all pending and recommended work with customer utilizing the pending work log.
  • Maintain the maintenance agreements, including billing, scheduling, and staging of materials, database information, customer hard files and renewals.
  • Order parts for special orders.
  • Forward list of parts used by technicians to warehouse for truck restock.
  • Update customer files as information is received from installation. (Extended warranties, equipment info, new customers, Birthday tickler file, etc.)
  • Type service contract proposals for new customers
  • Maintain on call schedule, to include 1st on call and standby technician
  • Maintain customer history files in database
  • File service orders
  • Prepare paperwork for all manufacture warranty parts
  • Facilitate return of warranty parts
  • Update service database from service ticket
  • Maintain service invoice log
  • Compare service timecards and work orders to service schedule.
  • Compare time cards to GPS Report
  • Check service time cards for accuracy
  • Pull charge slips and compare to invoices.
  • Forward checks and payments to accounting.
  • Happy calls / customer surveys.
  • Calculate reporting information and enter into Field Edge database.
  • Other duties as assigned

Are you a service coordinator with a positive attitude? Do you have great problem solving skills and take pride in your work? If so, we would like to consider you to join the Big Fish HVAC/R team! Compensation based on experience. We are an Equal Opportunity Employer.

Thank you for your interest in working with us. Does our company sound like the perfect fit for you? If so, just click the button below to apply! 

The information on the website provided by Big Fish  only serves general information purposes, it may be subject to change at any time without prior notice to the user. Therefore, any/all specifications concerning employment at Big Fish and information related to employment offered on the website may differ from realities.