Service Project Coordinator

Job Summary:

Under the direction of the Sales Manager and assigned Project Manager(s), this position is responsible for providing administrative support for the Service Sales Engineers, Project Management Team, and Plumbing Field Team.

Essential Duties and Responsibilities:

Schedule and Route Optimization

• The Project Coordinator acts as the dedicated bridge between Dispatch, the Field, and our Clients. Call centers and dispatch teams are built for speed, volume, and immediate routing; they get bogged down when forced to manage multi-step, ongoing issues. This role takes ownership of those escalated, long-term, or high-tier requests, providing "white-glove" oversight to ensure complex jobs are executed flawlessly from intake to completion.

Key Responsibilities

• Take ownership of escalated or complex service tickets handed off from Dispatch or PM’s.
• Serve as the dedicated, single point of contact for clients requiring multi-step service or project fulfillment.
• Coordinate schedules, parts, resources, and communications between field technicians, internal departments, and third-party vendors.
• Monitor ongoing project timelines to ensure longer-term deliverables do not stall or fall through the cracks.
• Proactively update clients on the status of their service requests to eliminate inbound follow-up calls to the dispatch team.
• Maintain accurate, detailed records of complex cases within the company’s CRM or project management software.
• Board Management: Constantly shifting the puzzle pieces throughout the day as jobs run long or finish early. A PC is always thinking two moves ahead.
• Skill Matching: Assigning complex jobs to senior technicians, while routing simpler tasks to junior techs.
• Equipment Assignment: Scheduling out equipment to techs for high level tracking.
• Last Calls: Pushing to get last calls covered.

Call Triage and Customer Service

• Prevent Technicians from responding without necessary context: Technicians need enough information to mentally prepare for the diagnosis, grab the right tools out of the truck, and approach the customer with the right tone. Ask probing questions during the intake call helps set our technicians up for success while on site. "Plumbing leak" does not provide enough of a description to provide the proper level of service. Technicians need to know the location, severity, and context of the issue so they know what to expect. The Project Coordinator helps fill any gaps prior to arriving on site.
• Emergency Triage: Differentiate between a true emergency and a nuisance issue and prioritize the schedule accordingly.
• Setting Expectations: Communicating arrival windows clearly and sending "on the way" notifications so customers aren't left guessing.
• De-escalation: Handling frustrated customers if a technician is running behind due to a previous job running long.
• Empathy: Customer State of Mind- (Urgency) Customer is frantic, water is actively destroying property. (Frustrating) Customer is annoyed, possible call back, invoice cost issue. Your role is to discern the situation and handle as a top priority for high level customer service.

Technician Support and Liaison

• Debriefing: Requiring techs to call or message in after every job to close out the ticket, ensure notes are accurate, and clear them for the next call.
• Logistical Support: Coordinating with parts supply houses if a tech needs a specific part or arranging for a junior tech to drop off a part to a senior tech on a big job.
• Gatekeeping: Making sure techs are on schedule and direct communication with techs and customers.
• Safety tool box talk documentation and tracking.

Administrative and CRM Management

• Data Integrity: Ensuring all customer information is updated (new chief engineer,) property rules and regs, entry codes, and job histories are accurately entered into the CRM.
• Permit Coordination: Assisting with pulling municipal permits for major work like sewer replacements or gas line repairs.
• On Call Calendar: Assigning tech to the on call schedule and managing holiday fairness.
• Backflow Portal Administrator: Entering in all backflow forms on agency portals.
• Track Service Calls: Notify the PM of a service call. Communicate with tech for any follow-up work or gaps to fill.
• Take and distribute meeting minutes for sales and department team meetings; email recap with action items to meeting attendees
• Assist with onboarding new hires – coordinate with Human Resource to ensure that all first day activities are scheduled in advance, itinerary, meet & greets, etc.
• Assist the manager with new hire equipment setup; ITPAFs, business cards, key fob/building access, email setup, etc. to ensure a successful onboarding process.
• Prequalification Support for approved RFP's and bids.
• IFS and Bid Tracer Super User – Generating reports for the Sales Manager that tracks individual sales activity
• Monitor proposal and bid activity levels in the three main business segments (Retrofit, Repairs & Maintenance)
• Scheduling of Estimate reviews with sales personnel and the Sales Managers.
• Scheduling of Pre-job planning and Risk Review meetings – Scheduling required attendees based upon scope and dollar amount i.e., RVP, SVP etc..
• Plans and organizes meetings for Service leadership, Sales Managers, salespeople and vendors as needed by the Sales Manager including rooms and catering (for both in person and virtual meetings as applicable)
• General administrative duties such as typing and photocopying general correspondence including, but not limited to: letters, proposals, presentations, reports, agreements, contracts, and memos from notes or sending and/or distributing various correspondences on behalf of Project Managers
• Maintain accurate filing system and project document control.
• Take and transcribe meeting notes.
• Other tasks and duties as assigned by Sales Managers, direct supervisor and/or upper management

Education and Experience :

• High School Diploma or equivalent required. Associate degree or higher preferred
• 2+ years' experience and intermediate proficiency-level usage of MS Office applications, including Word, Excel, and PowerPoint, MS Project
• 1+ years' experience/intermediate-level usage of desktop publishing software application(s); experience with Adobe In-Design, Acrobat, Bluebeam
• Photoshop, and Illustrator preferred.
• Strong interpersonal skills and the ability to relate with a variety of departments and personalities.
• Excellent verbal and written communication skills.
• Strong organizational and time management skills to handle multiple issues efficiently and completing work to a deadline.
• Demonstrated service excellence, participate in customer relation issues and find solutions to solve customer disputes.
• General knowledge of the construction or service business is preferred, but not required.
• High level attention to detail and ability to complete work to a deadline.
• Able to participate in customer relation issues and find solutions to solve customer disputes.
• Understand the necessity of maximizing the productivity of construction and technical workforce.
• Understand the importance of handling sensitive and confidential information and documents.
• Ability to work overtime when required.

ACCO Competencies:

• Proactivity/Initiative : Recognizes what needs to be done and accomplishes it in a manner appropriate for one’s level/position and with minimal supervision.

• Perseverance : Shows wherewithal to fight for difficult goals despite challenges and to bounce back from adversity.

• Motivation/Dedication : Commits to excellence in pursuing unselfish goals. Initiates action with collective goals, takes responsibility, and shows personal humility.

• Technical Curiosity/Willingness to Learn : Interest in seeking out new experiences, knowledge, and candid feedback; demonstrating an openness to learning and change.

• Insight : The ability to gather and make sense of information that suggests new possibilities.

• Engagement : Shows a knack for using emotion and logic to communicate a persuasive vision and connect with people.

• People Skills : Is approachable and gains the mutual trust and respect of others. Understands people’s strengths & weaknesses and actively seeks to understand other perspectives.

• Communication : Fosters open, honest, candid and respectful communication. Effectively assesses, defines and communicates issues in a timely manner, both written and verbal.

• Teamwork : The ability to effectively work toward common goals with others by supporting, encouraging, and sharing information in an authentic and approachable manner.

• Big Picture : Understands and contributes to the organizations’ short- and long-term business strategy. On a personal level has independently developed a vision for short- and long-term career success.

• Problem-Solver : Ability to identify, analyze, and solve problems in support of personnel, group, department, or organizational objectives.

• Execution : Effectively takes a vision and translates into action by including the right people. Identify and remove barriers, when possible, to achieve results. Demonstrates appropriate compromise, effective time management, prioritization practices and holds team members (including themselves) accountable for their performance/conduct.

• Professionalism : Respectfully observes and challenges the status quo with intent for improvement. Can take direction, accept feedback, and take full responsibility for their actions. Lead by example through positive influence and ethical leadership with consideration of the entire organization.

Job Responsibility Level:

No direct reports

Travel Requirements:

None

Hours:

Monday through Friday beginning between 6:00 am and 7:00 am and ending between 4:00 and 5:00 pm, with one hour for lunch. Eight hours per day is required, and occasional overtime may be necessary due to business needs.

Physical Demands:

(The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• Sit and stand; use hands and fingers to operate computer, tablet, keyboard and/or telephone; grasp, handle and/or feel; reach with hands and arms; talk and hear.
• Walk and stand; climb and balance; stoop, kneel, crouch, or crawl (for purposes of assisting with project job walks and site inspections).
• Lift, push, pull, carry, and/or move up to 10 pounds, and occasionally up to 30 pounds.
• Specific vision abilities required by this job include Close vision and Distance vision.
• Maintain regular and routine attendance.

Competitive Wage:

$26.92 - $33.65 per hour. Applicants please note that actual compensation is determined by several factors that are unique to each candidate, including but not limited to job-related skills, depth of experience, certifications, relevant education or training, and specific work location, among others. The offered wage or salary is only one aspect of an employee's total compensation.

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Why join ACCO? ACCO Engineered Systems is one of the largest mechanical contractors in the country. Since 1934, owners and builders have selected ACCO to design, install, and maintain more than 250,000 mechanical projects. ACCO is dedicated to the design, fabrication, installation, maintenance and service of commercial and industrial HVAC, refrigeration, plumbing, process piping, and building automation systems. Whether your project is a low or high-rise office building, a shopping mall, hospital, semi-conductor fabrication facility or pharmaceutical manufacturing plant…ACCO can design, build, install, and maintain a mechanical system to meet your needs.

Here at ACCO, we are a part of something bigger. Just ask our customers: California Academy of Sciences, L.A. Live, and San Francisco 49ers Stadium. While we have been around for 80+ years, we continue to grow at a dynamic pace. And we are looking for talented individuals to join our team.

What's great about working at ACCO is that we’re a big enough company to be the leader in HVAC mechanical contracting in California and the Southwest U.S., but as a 100% employee-owned ESOP, we’re a private company with a family-oriented feel. Several of our employees have worked at ACCO for twenty-five, thirty, and even over forty years! Together, the employees of ACCO are comprised of intelligent, dedicated, and entrepreneurial team members who put customers first and enjoy what they do.

ACCO IS AN EQUAL OPPORTUNITY EMPLOYER AA M/F/V/D.

We proudly hire U.S. Military Veterans, and those qualified are encouraged to apply.

Equal Employment Opportunity is The Law.|Pay Transparency Nondiscrimination Provision

ACCO will consider qualified applicants with criminal histories for employment.

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Hiring managers are not authorized to review or accept recruiting agreements from any outside recruiting agencies. Outside recruiting agencies should not submit unsolicited resumes without signing the company's recruiting agreement.