Service Coordination Supervisor

Service Coordination Supervisor

As a well-established, growth-oriented commercial HVAC and plumbing contractor we are seeking an experienced and driven Service Coordination supervisor to lead our service coordination team and strengthen the connection between coordination, customers, field operations, sales, and the rest of the company. This role directly manages our Service Coordinators and owns the day-to-day performance of the coordination function scheduling, dispatching, communication, and customer experience. Just as importantly, this person will be a problem-solver: identifying and resolving operational issues where service coordination intersects with other departments and company processes, and building better ways of working as we grow.

Key Responsibilities:

• Directly manage, coach, and develop the Service Coordinator team, including workload balancing, performance feedback, and professional development.
• Own onboarding and training for new coordinators, and help develop and maintain documented processes so coverage never depends on a single person.
• Serve as escalation point for scheduling conflicts, customer concerns, and urgent service issues that coordinators can't resolve on their own.
• Oversee daily dispatching, work order creation, scheduling, and communication across the HVAC and plumbing service teams.
• Assist with after-hours service requests as needed and when able.
• Provide hands-on backup for coordinator duties during absences, peak periods, or vacancies.
• Partner with service sales and field leadership to prioritize schedules and align coordination practices with customer commitments.
• Champion clear, structured communication between the office and the field, including expectations for technician notes and customer updates.

Requirements:

• Experience in service coordination, dispatching, or service operations. Ideally in commercial HVAC, plumbing, or a related trade.
• Prior experience leading or mentoring a team, with a track record of developing people and holding a high standard.
• A fix-first mindset comfortable digging into a messy process, finding the root cause, and building a better way.
• Strong organizational skills and the ability to stay calm and decisive under pressure.
• Excellent communication and interpersonal abilities, with sensitivity to how messaging lands with field technicians, office staff, and customers.
• Familiarity with work order, dispatching, and field service management systems.

Benefits:

• Medical, Dental, and Vision Insurance
• 401(k)
• PTO and Paid Holidays
• Long-Term Disability
• Life Insurance

Modern Heating & Air Conditioning LLC