HVAC Service Coordinator – Minneapolis Minnesota

Service Coordinator Role and Responsibilities

This role requires the ability to perform critical thinking and make quick decisions without constant direction. The Service Coordinator is expected to perform the following duties:

Setup & Manage WOs properly 
Initial setup – enter Work Orders in Service Management:

• Work Site – verify correct address
• Bill To Customer – verify AR account we are billing
• Verify customer contact name (first & last)
• Verify contact phone number
• Enter work Requested
  • Additional technical info can be added as a note if needed
• Verify Job Cost Code is entered on each WO
• Verify Customer PO is entered on Payment tab

Long term WO management

• Own and Manage when work is scheduled

• Coordinate delivery of ordered tools/materials as needed
• Ensure WO is completed timely
• Ensure No open POs are on WOs prior to cancelling a WO
• Add notes to WO as needed
  • Reason/explanation is needed when cancelling WO
  • Add a Dispatch Note to detail scheduling info if having trouble reaching customer (calling more than once)

Schedule & Dispatch

• Receive Service calls from customers and Project Managers and dispatch technicians courteously and efficiently
• Respond to Service email requests from customers and Project Managers and dispatch technicians courteously and efficiently                          
  • Completed needed email request then reply all to service emails documenting actions completed
  • Emails sent within 7 am – 4 pm business hours are expected to be handled and replied to on the same day sent

• Enter WOs on Technician dispatch boards once confirmed with customer
  • Keep WOs on an Unassigned Board until confirmed with customer
  • Keep same tech on WO until completion with few exceptions
  • Communicate to AMs if originally committed date/time or scheduled tech needs to change
• Coordinate, engage & communicate with techs regarding scheduling
  • Send text notifications to techs for their expected work needed the next day by 2 pm daily
• Manage tech’s schedule daily on dispatch board within Service Management
  • Ensure WO appointments that are done are completed
  • Confirm each WO expected to be done was done daily by checking with tech directly or reading WO notes
• Create and execute yearly boiler log schedules
  • Complete and Close out Boiler Log WOs at the end of each month

Take ownership of work orders/jobs for the techs on your team. Follow WO/job thru from start to completion

• Understand what is needed (scope/manpower) for the WO
• Understand the deadlines for the WO (completed by dates)
• Communication with the customer or AM/PM (scheduling & general updates)
• Monitor when parts are received & Update WO when parts are received
• Support any field needs to complete the WO

• Creating Purchase Orders when needed for Account Managers and Project Managers

Work Order Management

• Follow up on aging WOs and drive them to completion with field techs & AM/PM
• Review aging PMs and drive them to completion with field techs

Coordination

• Manage 3^rd Party websites for scheduling status updates
• Update customer location and contact information (when needed) in Service Management
• Prepare Boiler Log binders for each appropriate location
• Update and manage the Technician On-Call calendar & communicate changes made
• Email a reminder on Monday to the tech on call for the upcoming weekend

• Enter time and notes done after hours for technicians
• Work with city and state inspectors to coordinate Permit Inspections