Environmental Systems, Inc. (ESI) is an established heating, ventilation, and air conditioning contractor with over 50 years of experience in the New England area. We are committed to providing exceptional service, which starts with our exceptional employees.
Overview
ESI is looking for a Field Tech Coordinator to join our Service Department. This role is responsible for coordinating and scheduling service technicians to ensure timely response to customer service requests while maximizing technician efficiency and maintaining high levels of customer satisfaction. This role serves as a central communication point between customers, technicians, service management, and internal departments to support daily HVAC service operations.
Essential Functions:
· Manage and coordinate service field technicians by assigning and dispatching work for service calls, preventative maintenance visits, installations, repairs, and emergency service requests.
· Receive, prioritize, and dispatch incoming service calls in an efficient and organized manner based on urgency, contractual obligations, technician skill set, location, and workload.
· Monitor technician schedules and progress throughout the day, adjusting assignments as needed to accommodate emergency calls, scheduling conflicts, field conditions, and operational demands.
· Maintain continuous communication with field technicians regarding job status, scheduling updates, customer needs, safety requirements, and special job site conditions.
· Communicate professionally with customers regarding service requests, appointment scheduling, technician arrival times, quoted work, return visits, pending repairs, and job updates.
· Coordinate with Service Management regarding escalated customer issues, scheduling conflicts, technician availability, staffing needs, and operational priorities.
· Provide exceptional customer service to both existing and new clients while maintaining professionalism in all interactions.
· Review incoming work orders for accuracy and completeness prior to dispatching and ensure all service calls are properly documented within company software systems, including notes, status updates, and customer information.
· Assist in monitoring open work orders to ensure timely completion, accurate job closeout, and proper follow-up communication.
· Order, organize, receive, label, and maintain parts, supplies, and spare parts inventory for preventative maintenance visits, repair jobs, and upcoming service work.
· Coordinate with Parts, Purchasing, and Service Administration teams regarding material availability, equipment lead times, and overall job readiness.
· Deliver departmental new hire orientation and provide ongoing support and guidance to service technicians.
· Enforce company policies, safety programs, and operational procedures to support a safe and efficient work environment.
· Provide ongoing workload and staffing feedback to management to ensure adequate coverage and operational efficiency.
· Maintain organized and accurate records related to dispatch operations, technician schedules, inventory, and customer interactions.
· Support after-hours and emergency service scheduling as required while maintaining responsiveness to clients and employees.
· Promote positive communication and collaboration between office staff, field technicians, management, and customers.
Qualifications:
· High school diploma, GED, or equivalent required.
· 5+ years of related experience in dispatching, scheduling, customer service, project coordination, or a related field preferred; equivalent combinations of education and experience will be considered.
· Prior HVAC, commercial service, construction industry, or service operations experience preferred.
· Strong organizational and multitasking skills with the ability to manage multiple priorities in a fast-paced environment.
· Excellent verbal and written communication skills with the ability to interact professionally with customers, technicians, vendors, and management.
· Customer service-oriented mindset with a professional work ethic, positive attitude, and strong sense of ownership and accountability.
· Ability to remain calm, make sound decisions, and adapt quickly during emergency situations or high-volume workloads.
· Strong computer proficiency, including Microsoft Office applications such as Word, Excel, and Outlook, along with service management software platforms such as BuildOps.
· Working knowledge of commercial HVAC systems, service operations, dispatch procedures, and geographic service areas preferred.
· Strong attention to detail with the ability to maintain accurate records, schedules, and documentation.
· Ability to work independently while also collaborating effectively within a team environment.
· Excellent interpersonal skills with the ability to build and maintain positive working relationships.
· Dependable attendance, punctuality, and reliability required.
· Valid driver's license with a clean driving record.
Pay: $25.00 - $30.00 per hour
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Parental leave
- Profit sharing
- Vision insurance
Work Location: In person
