Service Operations Coordinator

JOB DESCRIPTION

Position Title

Service Operations Coordinator (SOC)

Department

Service Operations

Reports To

Director of Service Operations

Position Summary

The Service Operations Coordinator (SOC) is responsible for coordinating and managing the daily workflow of a dedicated service account team within the Commercial HVAC Service Department. This position serves as the primary operational coordinator between customers, technicians, vendors, and internal departments to ensure work is scheduled, executed, documented, and billed accurately and efficiently.

The SOC owns the workflow process from service request through invoicing and is accountable for maintaining clear communication, supporting technician productivity, and delivering an exceptional customer experience.

Essential Duties and Responsibilities

Service Coordination

• Coordinate scheduling of preventive maintenance, service calls, and repair work.

• Monitor technician schedules and maximize labor utilization.

• Ensure work orders are properly prepared prior to dispatch.

• Coordinate emergency service requests and schedule adjustments as needed.

• Maintain visibility of all open service work and customer commitments.

Customer Communication

• Serve as a primary point of contact for assigned customers.

• Provide proactive communication regarding scheduling, service status, and repair progress.

• Respond promptly to customer inquiries and requests.

• Maintain professional relationships that support customer retention and satisfaction.

Quoting & Repair Coordination

• Prepare routine repair quotations based on technician findings.

• Track proposal approvals and customer decisions.

• Schedule approved repairs and coordinate next steps.

Parts & Procurement

• Order parts, materials, and equipment required for service work.

• Track vendor lead times and expected delivery dates.

• Coordinate material staging and technician readiness.

• Communicate delays or supply chain issues to customers and technicians.

Documentation & Billing Support

• Review technician service reports for completeness and accuracy.

• Verify labor, materials, recommendations, and supporting documentation.

• Ensure work orders are properly closed and ready for invoicing.

• Support timely and accurate billing processes.

Process Improvement

• Assist with implementation and improvement of service workflows.

• Support utilization of service management software and operating procedures.

• Participate in continuous improvement initiatives.

• Recommend process enhancements that improve efficiency and customer experience.

Supervisory Responsibilities

This position does not directly supervise employees; however, it is responsible for coordinating workflow and supporting accountability within assigned service account teams.

Performance Expectations

Success in this position is measured by:

• Technician utilization and schedule effectiveness.

• Customer satisfaction and responsiveness.

• Timely completion of service workflow.

• Quote turnaround time.

• Repair conversion and follow-through.

• Billing accuracy and timeliness.

• Reduction of scheduling conflicts and service delays.

• Overall account team performance.

Requirements

Required Qualifications

• Experience in commercial HVAC service coordination, dispatching, or service operations is preferred.

• Candidates with experience supporting technicians, coordinating schedules, managing workflow, or serving customers in a service-based industry are encouraged to apply.

• Strong organizational and time management skills.

• Excellent verbal and written communication abilities.

• Ability to manage multiple priorities in a fast-paced environment.

• Proficiency with Microsoft Office applications.

• Experience using service management software platforms.

Preferred Qualifications

• Commercial HVAC industry experience.

• Experience with Build Ops or similar field service software.

• Experience with quoting, purchasing, and invoicing processes.

• Knowledge of HVAC equipment and service operations.

Core Competencies

• Ownership & Accountability

• Customer Service Excellence

• Communication

• Problem Solving

• Organization & Planning

• Attention to Detail

• Teamwork & Collaboration

• Adaptability

Physical Requirements

• Ability to sit for extended periods while working at a computer.

• Ability to communicate effectively by phone, email, and in person.

• Ability to occasionally lift up to 25 pounds.

• Ability to navigate office and warehouse environments as needed.