Operations Coordination Specialist

Operations Coordination Specialist (OCS)

The Operations Coordination Team is responsible for the end-to-end coordination of service and install jobs, ensuring alignment between ServiceTitan (CRM), ProBook (dispatch platform), field operations, and customer expectations. This team replaces traditional Dispatch and Install Coordination roles, evolving into a centralized function focused on job readiness, execution, communication, and operational efficiency.

The Operations Coordination Specialist (OCS) is a proactive operational leader responsible for ensuring jobs are properly built, scheduled, prepared, and executed. This role goes beyond dispatching and coordination—owning the full lifecycle of the job, from initial setup to completion, while preventing issues before they occur and ensuring a seamless experience for both customers and field teams.

What This Role Owns:

• End-to-end job coordination (service + install)
• Technician scheduling, planning, and execution
• Job readiness (parts, permits, documentation)
• Real-time communication across:
• CSRs / Inside Sales
• Technicians
• Customers
• Alignment between ServiceTitan and ProBook

Core Responsibilities:

• Scheduling & Dispatch Execution
• Validate and verify jobs in ProBook to optimize technician efficiency and routing
• Monitor same-day and next-day schedules, adjusting in real time
• Validate technicians to jobs based on skillset, availability, and geography
• Coordinate complex job types (installs, callbacks, returns, unfinished work)
• Job Readiness & Build (Install + Service)
• Build and review jobs in ServiceTitan for accuracy and completeness.
• Verify:
• Parts and materials availability
• Job scope and documentation
• Permits and rebates submitted where applicable
• Act as the gatekeeper to prevent incomplete or high-risk jobs from being scheduled
• System Management (ServiceTitan & ProBook)
• Use ServiceTitan (ST) for job creation, customer records, and workflow tracking
• Maintain real-time accuracy between ST and ProBook
• Leverage system visibility (job status, parts ETA, technician availability) to drive decisions
• Communication & Coordination
• Serve as the central communication hub for all operational coordination
• Proactively communicate with:
• Technicians on job status and readiness
• Trade Managers on scheduling updates and changes
• Customers on confirmations, delays, and expectations
• Bridge gaps between system data and real-world execution
• Operational Oversight & Execution
• Monitor all active jobs and identify:
• Scheduling gaps or overlaps
• At-risk or delayed jobs
• Workflow breakdowns
• Maintain a clean, accurate, and optimized board across all job types
• Ensure installs are completed, subcontractors are coordinated, and follow-ups occur
• Customer Experience & Follow-Up
• Ensure all customer commitments are met, and expectations are clearly set before installation
• Handle customer concerns and escalate when needed
• Follow up on installations and service work to ensure satisfaction
• Financial & Administrative Coordination
• Monitor and follow up on:
• Open or past-due invoices
• Job costing and accuracy
• Department expenses and documentation tracking
• Maintain accurate records, reporting, and tracking systems
• Team Support & Accountability
• Support team workload across service and install coordination
• Assist with call overflow, scheduling gaps, and workload balancing
• Follow all company processes, checklists, and workflows
• Take full ownership of results and ensure daily work is completed

What Success Looks Like:

• Fully aligned and optimized schedules across service and install
• High job readiness with minimal execution issues
• Strong alignment between ServiceTitan and ProBook
• Proactive communication minimizing surprises
• Increased technician productivity and reduced rework
• A team member who owns the outcome, not just the task

Qualifications:

• Experience in dispatch, scheduling, coordination, and or project management
• Strong organizational, multitasking, and prioritization skills
• Excellent communication skills (written and verbal)
• Experience with ServiceTitan, ProBook, or similar systems preferred
• High attention to detail and ability to manage complex workflows

Core Traits:

• Ownership mindset – takes responsibility end-to-end
• Team-first mentality – supports others without being asked
• Reliable with strong work ethic – consistently goes above and beyond
• Confident communicator – sets clear expectations and boundaries
• Process-driven – consistent, disciplined, and detail-oriented

Schedule & Requirements:

• Flexible shifts based on business needs (approx. 6:00 AM – 9:00 PM coverage)
• On-call rotation (evenings, weekends, some holidays)
• Overtime may be required based on workload

Compensation:

• Hourly pay based on experience
• Performance-based raises and incentives tied to KPIs

Role Evolution Summary:

The Operations Coordination Specialist role represents a shift from task-based dispatching and install coordination to full operational ownership—ensuring readiness, alignment, execution, and customer satisfaction across the entire job lifecycle.