Location: Woburn, MA
Department: Service
Reports To: Service Manager
About the Role
The Service Coordinator is responsible for scheduling, dispatching, and supporting field technicians for service and small?project work in the plumbing and HVAC service division. This role ensures that customers receive timely, professional communication and that field activities are organized and documented accurately. Working closely with technicians, vendors, and internal teams, the Service Coordinator helps maintain workflow efficiency and contributes to the overall success of the service department.
Key Responsibilities
Scheduling & Dispatch
- Coordinate and dispatch service technicians to customer locations based on availability, skillset, and priority.
- Maintain accurate daily and weekly schedules, adjusting in real time to accommodate emergencies or changes.
- Communicate job details, scope, and logistical requirements clearly to field technicians.
Customer Communication & Support
- Serve as the primary point of contact for service inquiries, scheduling needs, and customer updates.
- Provide status updates on service calls, expected arrival times, and follow-up requirements.
- Document customer requests, feedback, and necessary job details within the service tracking system.
Service Operations & Documentation
- Create, update, and maintain service orders, work orders, and related documentation.
- Track parts, equipment needs, and vendor deliveries associated with service calls.
- Ensure accurate time entry, job notes, and closeout documentation from field technicians.
Coordination with Technicians & Vendors
- Assist technicians with logistical needs such as access, permits, and material availability.
- Communicate with vendors to confirm pricing, lead times, and delivery schedules.
- Support the Service Manager in managing maintenance agreements and recurring service tasks.
Billing & Administrative Support
- Assist with preparing billing packages, processing work orders, and verifying job details for invoicing.
- Track and log T&M work, materials, labor, and required backup documentation.
- Maintain organized electronic files and service records for all active and completed jobs.
Experience & Qualifications
- Experience in service coordination, customer service, scheduling, or administrative support—preferably in construction, HVAC, or mechanical service.
- Strong communication and customer-relations skills, with the ability to handle urgent or changing priorities calmly and professionally.
- Proficiency with Microsoft 365 and willingness to learn service-tracking platforms or dispatching software.
- Highly organized, detail-oriented, and able to manage multiple tasks simultaneously.
- Ability to collaborate with technicians, vendors, and internal teams in a fast-paced environment.
Why Join Us
This role is essential to the success of our service operations and offers the chance to work closely with skilled technicians and project teams. You will play a key role in keeping customers satisfied, supporting field operations, and strengthening the overall performance of the service department.
