Service Operations Specialist

Description

• Coordinate technician scheduling and dispatch across supported locations and service areas.
• Balance customer priorities, technician availability, skill requirements, geography, and workload when coordinating Service resources.
• Maintain visibility of active work, schedule changes, coverage gaps, and emerging Service priorities.
• Work closely with field leadership to resolve scheduling and resource conflicts.
• Serve as the primary point of escalation for routine dispatch and administrative workflow issues.

• Review technician timecards for accuracy, completeness, and proper labor allocation.
• Reconcile technician time with schedules and Service work orders.
• Monitor open and aging work orders and drive follow-up where action is required.
• Review completed work orders for labor, parts, materials, expenses, technician notes, customer authorization, and required documentation.
• Identify missing or inaccurate information and coordinate corrections with technicians and field leadership.
• Help ensure all billable labor and applicable Service charges are properly captured.

• Own the administrative progression of work orders from field completion through invoice readiness.
• Ensure completed work orders move through review and invoicing in a timely manner.
• Maintain visibility of completed-not-invoiced work and identify barriers preventing billing.
• Coordinate with Service, Parts, and Accounting to resolve outstanding work-order issues.
• Monitor completed-to-invoiced cycle time and work-order aging.
• Help reduce revenue leakage caused by missed labor, materials, charges, or incomplete documentation.

• Maintain consistent centralized dispatch and administrative processes across supported locations.
• Monitor technician utilization, labor capture, work-order aging, and administrative backlog.
• Identify workflow issues, trends, and opportunities for improvement.
• Maintain reports and operational visibility for the Director of Service.
• Recommend improvements to scheduling, work-order management, and Service administrative processes.
  
  Assist with training and implementation of standardized Service procedures.

• Experience in Service operations, dispatch, field service administration, maintenance, HVAC/R, industrial refrigeration, or a related environment preferred.
• Strong organizational and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced Service environment.
• Experience with scheduling, timekeeping, work-order management, or Service administration.
• Strong attention to detail and financial awareness.
• Ability to analyze information, identify discrepancies, and independently resolve routine operational issues.
• Strong written and verbal communication skills.
• Proficiency with Service-management, ERP, dispatch, timekeeping, and Microsoft Office systems preferred.