Service Department Coordinator

Job Description

Job Description

Job Title: Service Department Coordinator

Company: TriState HVAC Equipment, LLC

Location: West Conshohocken, PA

Job Type: Full-time

About Us:

TriState HVAC Equipment, LLC is a leading provider of commercial HVAC solutions, specializing in high-quality equipment, service, and parts. Our company is committed to delivering exceptional customer service and innovative HVAC solutions. As we continue to expand, we are seeking a Service Department Coordinator to support our service operations and enhance our customer experience.

Job Description:

The Service Department Coordinator plays a critical role in ensuring the efficient operation of our service department. This position is responsible for, but is not limited to, coordinating service requests, dispatching technicians, managing customer communications, handling administrative functions, and ensuring service fulfillment. The coordinator works closely with the Service Manager, Technicians, Sales Team, and Customers to optimize workflow and maintain high standards of service delivery.

Key Responsibilities:

1. Territory & Job Ownership

• Territory Ownership: Own an assigned territory and every job within it, end to end. If a job is switched, rescheduled, or canceled, the owning coordinator takes control of resolving it and is responsible for informing the customer directly — no job gets dropped or handed off silently.
• Confident Tech Assignment: Assign technicians to job sites with confidence by matching skill sets, availability, and site requirements so jobs move forward without unnecessary delay or second-guessing.
• Cancellation & Reschedule Ownership: Take ownership of scheduling and rescheduling any canceled or disrupted jobs, seeing each one through to a new confirmed date rather than leaving it open or passing it to someone else.
• Independent, Critical Thinking: Think critically and independently when evaluating schedule conflicts, cancellations, or reassignments — anticipate problems and make a decisive call rather than waiting to be told what to do.

2. Dispatch, Scheduling, and Work Order Management (The Core Function)

• Service Intake & Processing: Receive and process all incoming service requests via phone, email, or internal systems.
• Dynamic Dispatch: Schedule service appointments and dispatch HVAC technicians based on skill set, availability, and job urgency.
• Assignment Monitoring: Monitor technician assignments throughout the day to ensure timely arrivals and efficient resource use.
• Work Order Fulfillment: Manage the full cycle of repair work, including scheduling diagnostic or repair visits and confirming whether the work is covered by a customer, Equipment Sales agreement, or a warranty.
• Apprentice Assignment: Manage the scheduling and assignment of apprentices to job sites.
• Job Creation: Continuously create new jobs in the service management system, review flagged jobs, and process job completions.

3. Customer and Technician Communication

• Appointment Confirmation: Proactively confirm appointments with customers, contractors, and technicians to ensure timely and efficient service. Manage all necessary reschedules.
• Information Flow: Serve as the central point of contact for incoming phone calls from customers, the Equipment Sales team, and the service support team.
• Proactive Follow-Up: Follow up directly with customers and Service Sales Reps (SSRs) on any changes, delays, or cancellations, keeping them informed and confirming next steps rather than waiting for them to ask.
• Pre-Job Preparation: Conduct calls with technicians to discuss the next day's work and ensure they have all necessary materials (parts, cranes, and deliveries) to execute the job.
• Documentation Confirmation: Confirm receipt of all critical pre-startup checklists, Purchase Orders (POs), service authorizations, and site contact information before work commences.
• Note-Taking: Add relevant notes to work orders regarding site contact confirmations and lead times.
• Online Meetings: Participate in online meetings with customers or contractors via platforms like Zoom or Teams as needed.

4. Administrative Support & Non-Daily Scheduling

• System Maintenance: Ongoing email review, job creations, and technician scheduling within the primary management system.
• Internal Scheduling: Manage and process technician scheduling for training classes, vacation requests, sick/personal days, and inclement-weather reschedulings.
• Team Meetings: Coordinate and attend weekly service meetings.
• Emergency Response: Assist with coordinating and communicating emergency response issues.
• Forward Planning: Review the following week's schedule to confirm all jobs and ensure that all required documents (POs, service authorizations) are in place or have been requested.

Qualifications & Skills

Education:

• High school diploma or equivalent (additional education in HVAC or related field is a plus).
• Trade school degree is a plus. 

Experience:

• 5+ years of related experience in the MEP/HVAC service field.
• Experience with dispatching, scheduling, and customer service in a technical environment, preferably in the HVAC or service industry.
• Familiarity with service tracking software (BuildOps) is preferred.

Required Skills:

• Strong sense of ownership and accountability for an assigned territory and its jobs.
• Proficiency in computer-based scheduling and dispatch systems.
• Strong organizational and time-management skills.
• Customer-focused attitude and a commitment to providing top-notch service.
• Excellent communication and customer service abilities, including proactive follow-up with customers and SSRs.
• Ability to think critically and independently and make confident dispatch and reassignment decisions.
• Flexibility to work in shifts and handle after-hours service calls when required.
• Ability to multitask and remain calm under pressure.
• Understanding of HVAC systems and terminology is a plus.

Work Environment:

• Fully on-site, 5 days a week.
• Core Hours: 8:30 AM–5 PM
• On-Call: Outside of core business hours (after 5:00 PM and on weekends), you may be required, as needed, to answer incoming calls and log onto your laptop to address issues as they arise.

Benefits:

• Compensation: Competitive salary commensurate with experience.
• Health & Wellness: Comprehensive Health, Dental, Vision, Disability, and Life Insurance.
• Retirement: 401(k) plan with company match.
• Time Off: Paid time off and holidays.
• Growth: Career growth and professional development opportunities in a supportive, team-oriented environment.

Why Join TriState HVAC?

• Growth: Work directly with leadership to optimize service operations and grow your industry expertise.
• Variety: A dynamic role that balances customer communication, fast-paced dispatching, and critical problem-solving.
• Culture: Join a supportive, expert-driven team in a successful, scaling company.
  

TriState HVAC Equipment is an equal opportunity employer. We welcome applications from candidates of all backgrounds and experiences.