Technical Customer Service Coordinator

Position Summary

Provide exceptional technical support and service coordination by leveraging in-depth knowledge of AHT and third‑party products to efficiently resolve warranty and non‑warranty service requests. This role serves as a key liaison between customers, service contractors, and internal teams, ensuring timely issue resolution, effective dispatch and management of service activities, accurate documentation, and cost‑effective solutions that support customer satisfaction and operational excellence.

Provide exceptional technical support and service coordination by leveraging in-depth knowledge of AHT and third‑party products to efficiently resolve warranty and non‑warranty service requests. This role serves as a key liaison between customers, service contractors, and internal teams, ensuring timely issue resolution, effective dispatch and management of service activities, accurate documentation, and cost‑effective solutions that support customer satisfaction and operational excellence.

• Coordinate service technician schedules, prioritize work orders, monitor job status, maintain records, and communicate with customers and field staff to ensure timely service delivery
• Develop and maintain product knowledge to serve as a technical resource in installation, programming, and equipment protocol and designated third‑party products and services
• Respond to technical service inquiries from customers in a timely fashion via phone, email, and ticketing system
• Efficiently analyze customer issues and provide logical repair solutions for warranty and non‑warranty AHT and third‑party products and services provided by AHT
• Maintain detailed records of daily interactions with customers, installation activities, reported issues, and completed solutions along with any further actions required of management or repair personnel
• Monitor and update customer 3rd party service portals (Service Channel)
• Review store prints, diagrams, and specifications
• Collaborate with contractors to ensure store meets operational standards
• Perform system modifications and/or software and parameter updates, as needed
• Escalate more complex inquiries to a higher‑level support team member
• Understand and enter parts orders in Zoho system
• Perform unit testing, monitoring, troubleshooting on returned units to assist quality with root cause diagnosis
• Evaluate, approve, or dispute contractor requests to exceed authorized Not‑to‑Exceed (NTE) amounts, ensuring repair costs are justified, accurately documented, and aligned with company standards and budget requirements
• On‑call weekend phone monitoring rotation
• Perform other duties as directed

• Outstanding interpersonal, communication, and presentation skills
• Strong analytical, critical thinking and problem‑solving skills

• Associate’s (AA) degree or equivalent from a two‑year college or technical school
• 1‑3 years of related HVAC/R experience and/or training, or equivalent combination of education and experience.
• Experience coordinating service calls, communicating with field technicians, and understanding HVACR‑related work orders, scheduling priorities, and parts requirements is strongly preferred.
• Candidates must have working knowledge of dispatching principles and practices, including scheduling, and assigning work, prioritizing service requests, monitoring technician status, maintaining accurate records, and communicating effectively with customers and field personnel.

• Candidates must possess demonstrated experience supporting HVACR (Heating, Ventilation, Air Conditioning, and Refrigeration) operations, including knowledge of HVACR terminology, equipment, service processes, preventive maintenance practices, and customer service requirements.
• Ability to use dispatching, scheduling, or work‑order management systems while managing multiple priorities in a fast‑paced environment is required.
• Strong computer proficiency, including working knowledge of Microsoft Office applications such as Word, Excel, Outlook, and email systems, with the ability to accurately enter, manage, and maintain…