Coordinator, HVAC

Coordinator, HVAC – ABM Industries

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The Coordinator serves as the initial point of contact for our customers and service providers. They schedule technicians to conduct repairs, installations, and emergency services, and coordinate services of technicians and subcontractors with customer representatives and Lead Techs to meet contractual requirements and service requests.

The Coordinator’s responsibilities include:

• Support the performance of branch operations, including planned and unplanned maintenance, service, installation, and control calls from customers.
• Ensure operations comply with ABM policies, programs, procedures, systems, and guidelines.
• Work closely with customers to answer and respond appropriately to service calls and emergency calls in accordance with Escalation Procedures.
• Follow up on customer requests and maintain proactive communication with internal and external customers.
• Enter maintenance equipment and tasking for all new agreements and revisions to existing agreements.
• Maintain all service operation files, documents, and agreement, service, and customer number logs accurately.
• Administer start‑up functions of new maintenance agreements, including setting up files, entering equipment, creating tech packets, and creating equipment stickers.
• Handle daily incoming calls from customers and technicians as part of the field service automation and dispatch process – work order management.
• Support technicians’ mobile field technology usage.
• Maintain escalations and letters for customers on an annual basis.
• Assist sales consultants with proposals, reports, or various tasks as needed.
• Support customer satisfaction initiatives and processes.
• Support business processes for scheduling and route optimization.
• Support training and safety initiatives.
• Conduct research in specific, defined areas as directed by assigned staff.
• Provide support for any special projects as assigned by your manager.
• Work closely with dispatcher to schedule appropriate technicians to ensure service calls and quoted jobs are staffed with the right leadership and skilled technicians.
• Work closely with Service Managers and/or Project Managers to schedule major repairs and keep them informed of scheduling and coordination efforts.
• Create and manage work orders in Alliance for quoted repairs, emergencies, and preventative maintenance as needed.
• Distribute Customer Assurance Review and Exception (CARE) information to the designated manager.
• Ensure technicians have all customer contact information and job scope details to complete work in a timely fashion.
• Follow up daily to ensure appropriate entry of work performed by technicians and subcontractors.
• Complete Work Order Audit Process for all completed work orders daily.
• Assist service managers with coordination of scheduling between technicians, subcontractors, and customer representatives.
• Assist service managers in securing documentation for inclusion in reporting and invoicing to customers.
• Make work order scheduling calls to technicians if dispatcher is not available.
• Answer phones, complete timecards, and process payroll.
• Maintain inventory preparation and entry.
• Prepare boiler annuals and permit paperwork/forms for technicians.
• Schedule and issue purchase orders, set up new services, and coordinate first visits for subcontractors and vendors.
• Maintain current inventory and assist with new hires or changes.
• Assist with onboarding and offboarding as needed.
• Manage/coordinate vendors for office services, order office supplies, organize/maintain supply rooms, and order business card printing.
• Process and route agreements for cancellation.
• Assist technicians with tool or refrigerant tank sign‑out as needed.
• Manage fleet vehicles and generate reports.
• Maintain parts check‑ins and distribute office phone lists.
• Track and schedule vehicle maintenance, repairs, signage, etc.
• Locate, order, and track parts needed in the field.
• Perform various research, administrative, or operations tasks as needed.
• Maintain vendor and subcontractor files.
• Communicate with vendors via phone/email and address basic AP questions…