Service Coordinator

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