Service Coordinator

Job Description

Job Description

VHF Sales, Inc. is seeking a Service Coordinator that will oversee the Parts & Warranty Desk, schedules technicians, manages parts inventory, and supports daily field service operations. This role assists customers with service requests, ensures timely communication, and helps keep service activities organized and running smoothly. 

With decades of industry experience, a commitment to superior service, and strong partnerships with leading manufacturers, VHF Sales continues to be the premier choice for commercial, public, and industrial HVAC and water heating solutions in Iowa and beyond.

Department: Service and Support Reports To: VP of Inside Sales Employment Type: Full-time, salary exempt Schedule: Monday - Friday, typically 8:00AM - 5:00PM with flexibility as needed. Some travel required.  General Core Responsibilities:

• Provide excellent customer service when answering the phone and greeting customers. Ability to field phone calls and direct calls to proper individuals, take messages, or assist as knowledge allows. 
• Ability to communicate through Microsoft Office Programs such as Word, Excel, Outlook, etc. 
• Ability to learn and use selection tools, both online and hard copy technical resources. 
• Ensures timeliness with a proven ability to meet deadlines, prioritize and multi-task when required. 
• Assist coworkers, engineers and contractors in project design, project budgeting, research, sizing, selection, bids, etc. 

Lead Service, Warehouse Operations and Warranty Claims (40%)

• Detail oriented, able to find data on websites or in technical documents and apply in everyday work. 
• Collaborate with VHF and manufacturers to determine solutions for warranty issues. 
• Maintain warehouse organization and parts inventory. 
• Perform equipment startup, commissioning, and owner/operator training. 
• Maintain schedule of start-up services and warranty work for Service Department. 
• Provide technical support and oversight to Service Advisor/Technician.

Pursue Sales Leads, Support Co-Workers and Customers (35%)

• Size & Select equipment using online selection software or technical hardcopy manuals. 
• Must be able to analyze the differences of equipment to select appropriate product for application. 
• Ability to sell against competitors using features as the basis (with integrity). 
• Put together detailed quotes and pricing for equipment; negotiable pricing on both projects and close sales. 
• Ability to read and understand bid documents (plans, specs and addendums) for projects/equipment of interest. 
• Identify and take off equipment from plans and specifications, both digital and hardcopy. 
• The ability to put together submittal packets, budgets, information requests, etc. 

Field Support and Operations (15%)

• Execute preventative maintenance, repair, and warranty work to ensure proper operation of systems. 
• Identify potential system improvements and recommend solutions to customers and internal teams. 
• Troubleshoot and resolve complex mechanical, hydronic, and HVAC system issues in diverse field environments. 
• Participate in special projects or additional duties as assigned to support VHF's customer service mission. 

Administrative Tasks (10%) 

• Answering the phone, project filing, marketing support, maintain and create substitution and submittal packets of information, quote follow-up, keeping detailed notes on communications with owners, contractors and engineers. 
• Reviewing data of past projects for lead generation, phone and email communication, etc. 

Experience & Skills Required

• 5+ years of commercial HVAC, hydronic systems, mechanical equipment service, startup, commissioning, applications, or technical support experience
• 3+ years coordinating or leading service work, warranty support, field technicians, startup activities, contractor support, or technical issue resolution required.
• Strong ability to troubleshoot complex mechanical, hydronic, HVAC, controls-interface, installation, and operational issues.
• Clear written and verbal communication with customers, contractors, engineers, manufacturers, technicians, and internal staff.
• Proficiency with Microsoft Office and ability to use manufacturer selection tools, service portals, warranty systems, and technical resources.
• Valid driver license and ability to qualify for company vehicle insurance.

Preferred

• HVAC Journeyman license (preferred) 
• Equivalent commercial HVAC, hydronic, startup, commissioning, manufacturer technical support, or service leadership experience may be considered as well as post-secondary engineering degrees.
• Prior experience in commercial HVAC or service coordinator roles

Physical, Travel & Work Requirements

• Occasionally move and lift 10-50 lbs. in support of parts, warehouse, startup, and field-service activities.
• Ability to periodically travel to job sites, customer locations, and manufacturer/equipment training; occasional overnight travel required.
• Ability to work safely and independently in office, warehouse, mechanical-room, rooftop, and job-site environments.
• Willingness to troubleshoot, support others, and assist when equipment or projects do not go as planned.

We invest in our employees with a competitive total rewards package, including medical, dental, vision, 401(k), profit sharing, life and disability insurance, paid time off, professional development assistance, and opportunities for career growth and advancement.

VHF Sales, Inc. is an Equal Opportunity Employer and welcome applications from all qualified individuals. We make employment decisions without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic under applicable law.