Service Coordinator

Service Coordinator

The Service Coordinator is a critical role within our Commercial HVAC/R operation, responsible for coordinating service delivery from call intake through job closeout and invoicing. This position serves as the primary link between customers, technicians, service management, and accounting. Ensuring work is scheduled efficiently, documented accurately, and billed promptly. The ideal candidate is detail-oriented, customer-focused, comfortable reviewing technical service documentation, and experienced in service billing within a commercial mechanical environment.

Responsibilities:

• Schedule, dispatch, and coordinate commercial HVACR service calls, including reactive service, preventive maintenance, and minor project work
• Monitor technician schedules and job progress throughout the day, adjusting assignments as needed to meet customer priorities, response-time commitments, and efficiency goals
• Serve as a primary point of contact for commercial customers regarding service requests, scheduling, job status, and basic billing-related inquiries
• Communicate clearly and professionally with customers, technicians, service management, and accounting to maintain alignment and expectations
• Create, update, and maintain accurate service work orders in the service management system (e.g., ServiceTitan or equivalent)
• Ensure labor hours, parts usage, service notes, photos, and required documentation are complete and accurate prior to job closeout
• Enter, review, and validate technician timesheets, ensuring labor is coded correctly to the appropriate job, phase, and pay type in accordance with company policy and payroll requirements
• Support field technicians by providing job details, service history, customer contacts, and site-specific requirements
• Coordinate parts ordering, deliveries, rentals, subcontractor support, and warranty documentation as needed
• Review completed service tickets for accuracy, completeness, and billability
• Generate customer invoices in accordance with service agreements, time-and-material pricing, and contractual terms
• Verify labor, materials, pricing, markups, and tax treatment before invoices are issued
• Coordinate with Service Managers and Accounting to resolve billing discrepancies, credits, and adjustments
• Assist with maintenance contract billing, recurring service invoicing, and job-related billing documentation requests
• Respond to customer questions related to invoices and provide supporting documentation as required
• Track service jobs through completion to ensure timely closeout and invoice release in support of cash flow objectives
• Maintain organized service and billing records in compliance with company standards and customer requirements
• Support service leadership with reporting related to workload, backlog, scheduling efficiency, and invoicing status
• Participate in continuous improvement initiatives related to scheduling, documentation, service delivery, and billing accuracy
• Adhere to all company safety, quality, and compliance standards

Job Qualifications:

The Service Coordinator should possess the following skills, characteristics, and abilities:

• 5+ years of experience in service coordination, dispatch, and/or invoicing within commercial HVAC, mechanical contracting, or construction services
• Working knowledge of commercial service billing practices, including time and material, contract, quoted, and not-to-exceed work
• Experience with service management software (ServiceTitan preferred)
• Proficiency in Microsoft Office (Outlook, Excel, Teams)
• Strong attention to detail and ability to review technical service documentation accurately
• Excellent communication skills and ability to work effectively with customers, technicians, and internal teams

Physical Demands:

• Stooping, walking, Standing, bending, reaching, pulling and pushing
• Climbing stairs
• Climbing Ladders
• Dusty Environment
• Navigate uneven terrain

Compensation & Benefits:

• Competitive wages
• Paid time off and holidays
• Employer-matching 401(k) retirement plan
• Employer-paid Employee Stock Ownership Program (ESOP)
• Health care benefits through United HealthCare, Delta Dental and Vision Service Plan
• Employer-paid life and AD&D insurance; access to short and long-term disability insurance
• Tuition reimbursement