It is the responsibility of the Service Coordinator to monitor all field activities of service and/or field crews assigned to a geographical area. S/he continually evaluates workload, schedules technicians to maximize productivity and occasionally orders materials within standard operating procedures. Constant communication with customers, technicians, and staff requires effective use of computer system, phone, voice mail, iPhones, and written memos. This person reports directly to the Service Coordination Manager. A Service Coordinator possessing the listed knowledge, skills, and abilities is accountable for the following:

KEY PERFORMANCE INDICATORS

  • Review open call report multiple times daily to ensure all maintenance is scheduled to be completed in the month they are due.
  • Schedule all quoted repairs received from sales team to be completed within 30 days.
  • Consistently decrease dollar amounts per zone on the Work In Progress (WIP) Report.

ACCOUNTABILITY DESCRIPTION

  • Communicate with customers regarding maintenance, repairs, or service needs.
  • Communicate with technicians and office staff.
  • Monitor backlog of maintenance and incomplete work in progress in area.
  • Evaluate and prioritize work and service requests on a continual basis.
  • Answer incoming main phone lines and transfer phone calls to appropriate person.
  • Receive and schedule work requests from Sales Department.
  • Assist technicians with job coordination.
  • Help build and maintain a team atmosphere while also working independently.
  • Enter all customer job information and service requests into computer system as it occurs.
  • Enter and maintain customer contract information into computer system.
  • Enter technician time into computer system as it occurs.
  • Communicate with New Construction for construction warranty.
  • Maintain records and information required to coordinate field activities.
  • Able to work overtime when required to meet deadlines.
  • Able to perform 24/7 on call requirements on a rotating basis after one year of employment.
  • Understand, accept and support MacDonald-Miller’s Operating Guidelines, Operational Beliefs and Customer Commitment.
  • Perform additional tasks as assigned.

QUALIFICATION REQUIREMENTS

The candidate must possess the following knowledge, skills and abilities:

  • Willingness to sit at desk eight (8) hours per day and adhere to a strict work times and lunch schedule.
  • High school graduate or equivalent.
  • Knowledge of the HVAC industry (preferred).
  • Ability to work well with others as part of a team and demonstrate confidence when issuing directives to the service crew.
  • Possess exceptional verbal and written communications skills.
  • Ability to handle large volume of phone calls in a professional manner.
  • Ability to effectively and professionally interact with coworkers, customers, technicians, sales and other office staff.
  • Proficient in keyboarding (minimum 45 wpm) and with Microsoft products.
  • Above average organizational skills, detail oriented and the ability to accurately and calmly handle multiple priorities with frequent interruptions in an often stressful environment.
  • Speak with a friendly and audible telephone voice.
  • Ability to effectively and calmly work in a constantly stressful, fast-paced, and deadline-driven environment.
  • Possess strong documentation skills.
  • History of excellent employment attendance and punctuality.

PHYSICAL REQUIREMENTS & WORKING CONDITIONS

The candidate must possess and be adaptable to the following physical abilities and working conditions:

  • Work an eight-hour shift and overtime when required to meet deadlines.
  • Ability to see and hear well (either naturally or with correction) and speak clearly.
  • Coordinate the movement of your eyes, hands or fingers.
  • Reach for, handle, use fingers and manipulate objects.
  • Physical requirements included: bending, sitting, squatting and standing.
  • Continuous computer screen use.

EMPLOYEE BENEFIT PROGRAM

MacDonald-Miller Facility Solutions presently provides employee coverage for:

  • Medical, dental, vision for employee {coverage available for dependents for shared premium}.
  • 401k retirement plan including Company matching.
  • Holiday, vacation, and sick leave compensation.
  • Disability income protection.
  • Employee and Dependent Life Insurance.
  • Flexible Spending Account (Childcare).
  • Employee Assistance Program.

OTHER INFORMATION

  • Please read all pages of this job description. Your resume or application is reviewed prior to setting up a personal interview, so please make sure your resume is up to date. If you do not have a resume, you may fill out an application at the address listed above.
  • MacDonald-Miller Facility Solutions, Inc. is an Equal Opportunity Employer and a non-smoking facility. MacDonald-Miller is also a drug and alcohol free workplace and tests all new hires (subject to and in accordance with union bargaining agreements).
  • MacDonald-Miller Facility Solutions participates in E-Verify and will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee’s Form I-9 to confirm work authorization. This information is kept completely confidential, is obtained only after a candidate is hired, and will not be used to pre-screen any job applicant.
  • This job description is a general description of essential job functions. It is not intended as an employment contract nor is it intended to describe all duties someone in this position would perform. All employees of MacDonald-Miller are expected to perform tasks as assigned by MacDonald-Miller supervisory/management personnel regardless of job title or routine job duties.
  • Website is www.macmiller.com.