Service Coordinator

Service Coordinator

Do you believe no challenge is too complex to solve? You'll fit right in at U.S. Engineering Service. We deliver award-winning mechanical contracting, construction, service, and maintenance solutions with a focus on performance and innovation. Our team of skilled and collaborative professionals drives every project from preconstruction through final testing, always aligned with our clients' goals.

The Service Coordinator is responsible for providing efficient and effective coordination of service calls and technician schedules while delivering exceptional customer experience for both internal and external stakeholders. Acting as the communication hub for customers, technicians, and management, this role ensures service requests are scheduled, dispatched, and completed with accuracy, timeliness, and professionalism.

Principal Duties and Accountabilities:

• Coordinate dispatch, work assignments, and work order processes to ensure timely service delivery and accurate documentation.
• Serve as the primary point of contact for operational and technician support within the assigned region.
• Manage scheduling of preventive maintenance and service calls using the Dispatch Board.
• Ensure accurate client and job setup in operational software; open and close work orders as required.
• Communicate daily with Operations Management and Technicians to monitor assignments and service statuses.
• Collaborate with peer Service Coordinators on work that crosses regional boundaries.
• Answer incoming calls, address customer requests, and provide professional customer support.

Operational Support

• Issue purchase orders for equipment, parts, tools, and inventory as requested by Technicians or Supervisors.
• Verify labor hours, track expenses, and process purchase orders in SAMPro for payroll and billing support.
• Partner with Customer Support Services Management to maintain alignment in dispatch and billing processes.
• Coordinate manpower needs with Field Operations Management.
• Manage and communicate the after-hours on-call schedule for Technicians, ensuring follow-up on overnight service calls.

Job Management

• Audit completed jobs and site visits daily for accuracy and compliance with company standards.
• Correct discrepancies or inconsistencies in job details to ensure accurate reporting.
• Ensure completed jobs include all required documentation (labor, materials, notes, photos, etc.).
• Monitor job progression at every stage, from creation and scheduling through completion.

Education:

• High School Diploma or equivalent required; additional coursework in accounting a plus.

Experience:

• Minimum 1 year of experience in a customer service or administrative role (dispatch, operations, or accounting support).
• Previous experience as a Service Coordinator or Dispatcher preferred but not required.
• Knowledge of commercial HVAC systems, equipment, and terminology a plus.

Knowledge, Skills, and Abilities:

• Ability to work autonomously in a fast-paced, multitasking environment, with flexibility to adjust to shifting priorities, emergencies, or unforeseen circumstances.
• Strong customer service orientation with excellent interpersonal, verbal, and written communication skills to effectively engage with both internal and external stakeholders.
• Capacity to analyze complex situations, evaluate options, and make sound judgments and quick decisions while maintaining focus on service quality and customer satisfaction.
• Keen eye for detail to ensure accuracy in scheduling, data entry, service documentation, and work order management.
• Strong teamwork and interpersonal skills to foster collaboration across departments and build positive working relationships.
• Proficient in Microsoft Office Suite (Word, Excel). Skilled in operating computer systems, databases, and communication tools required for dispatch operations.
• Superior ability to prioritize tasks, manage time effectively, and meet deadlines while coordinating multiple service calls and technician schedules.
• Skilled at managing urgent service calls and high-pressure situations with professionalism, diplomacy, and a customer-first mindset.
• Commitment to professional growth and the development of new skills to support evolving operational and technological needs.

Physical and/or Travel Demands:

• Primarily office-based; no travel required.
• Frequent use of a computer, telephone, and office equipment.
• Some standing, bending, and light lifting of files or office supplies may be required.
• Ability to adapt quickly to changing circumstances and remain calm under pressure.
• Strong analytical and decision-making skills to handle urgent service calls or operational challenges.

Benefits and Compensation:

• The range for this position has been established at $25.50 to $36 per hour and is U.S. Engineering Service's good faith and reasonable estimate at the time of the posting. The compensation offered to the finalist selected for this role will be based on a variety of factors, including but not limited to internal equity, experience, education, specialty, and training. Compensation for this role includes a base salary complemented by commission opportunities based on the Account Manager's individual sales performance and attainment of sales targets.
• Your total compensation will go beyond the number on your paycheck. Team members are eligible for a year-end bonus based on company and/or individual performance as well as paid time off. An industry-leading benefits package, including health, dental, and vision plans, matching retirement contributions, and matching 529 contributions all add to your bottom line.

This position will be posted until March 31st, 2026. Candidates must be legally authorized to work in the United States on a full-time basis without requiring future sponsorship for employment visa status. U.S. Engineering Service is an Equal Employment Opportunity Employer and shall provide equal employment opportunities to all people in all aspects of employer-employee relations, without regard to race, color, creed, national origin, religion, sex, age, sexual orientation, gender identity, disability or veteran status. U.S. Engineering Service is compliant with the Drug Free Workplace Act, and all offers of employment are contingent upon the completion of a pre-employment drug screen. Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be construed as an exhaustive list of all responsibilities and job specifications required of employees so classified. U.S. Engineering reserves the right to revise as needed. The job description does not constitute a written or implied contract of employment.