Service Coordinator

Service Coordinator

Energy Transfer Solutions - A member of the AIR Control Concepts family. Energy Transfer Solutions is a leading provider of specialty commercial and industrial HVAC equipment and services. From our offices in West Chester, Pennsylvania, we serve customers throughout the Tri-State area (Pennsylvania, Delaware, and New Jersey). We work daily to provide unparalleled technical products and services by representing manufacturers who share our desire to exceed our customers' expectations. Established in June 2003 primarily as an equipment manufacturers representative, we have continued to expand on these relationships to allow our clients to partner with our firm utilizing us as their HVAC specialist.

The HVAC Service Coordinator for service agreement & equipment startups is a critical role responsible for ensuring these two critical areas run smoothly and support multiple service areas and sales offices.

Essential Duties and Responsibilities:

• Acting as the primary point of contact for the service department, delivering exceptional customer service through phone and email communications
• Learning or honing your skills to assess situations and provide excellent service to our extensive customer base
• Coordinator of the field service technicians
• Liaise between ETS departments to work through service requests & inquiry
• Building professional working relationships with our customer base & manufacturers
• Working closely with the Service Administrator & Service Manager
• Effectively prioritize service requests for customers, service account managers, and equipment sales engineers based on urgency and specific customer needs
• Generate work orders in FACTS for customers requiring repair services, preventative maintenance, warranty claims, and equipment startups
• Coordinate the day-to-day operations of the service technician team. This includes efficiently receiving information, scheduling, and promptly dispatching technicians for every service work order.
• Regularly update and maintain service startup and preventative maintenance spreadsheets
• Organize and maintain an accurate filing system in Microsoft Outlook, ensuring all emails are properly filed in their corresponding job folders, and efficiently manage work orders in SharePoint/Egnyte
• Reviewing and finalizing technician field repair workorders each morning. Compile necessary information needed to provide a full update to the customer
• Submitting labor warranty claims into the manufacturer's warranty portal and tracking project progress to ensure timely resolution
• Coordinate & schedule follow up to workorders that require replacement parts, incomplete service, and ongoing equipment start up projects
• Ordering and receiving service parts through our ETS Parts team & equipment manufactures
• Collaborate with other departments to ensure seamless coordination of our service team
• Provide support to the service account managers

Requirements:

• Proven experience in Commercial/Industrial or Residential HVAC, or a related field
• 3+ years of experience in a HVAC Coordinator/dispatch role or a similar administrative position
• Strong track record of dependability, adaptability, and effective teamwork
• Strong ability to collaborate and communicate effectively across all levels of the organization
• Proficient working with computer applications including but not limited to Microsoft Office Suite, SharePoint, Egnyte, and FACTS with the ability to quickly adapt to new software and online systems
• Ability to learn and navigating equipment manufacture warranty processes effectively
• Proven ability to effectively manage multiple priorities, coordinate technicians, and handle administrative duties in a fast-paced, dynamic environment
• Utilizes exceptional organizational skills to ensure timely and efficient completion of tasks
• Operate well in high stress situations dealing with customers and emergencies
• Committed to continuously developing and enhancing their skills

Benefits: We offer a competitive and comprehensive benefits package, including:

• Health & Wellness – Medical, dental, vision, and life insurance coverage to support your well-being.
• Financial Security – 401(k) retirement plan with company match and short/long-term disability coverage.
• Work-Life Balance – Paid time off (PTO), paid holidays, and an employee assistance program (EAP).
• Professional Development – Ongoing training opportunities and support for continuing education

The Company provides equal employment opportunity in accordance with applicable laws and prohibits discrimination and harassment. Employment decisions are based on business needs and qualifications. The Company complies with disability laws and provides reasonable accommodations to qualified individuals.