Service Coordinator - Dispatcher

Job Description

Job Description

Havtech’s Service Department is currently searching for a Service Coordinator to provide support to include customer support, project coordination, billing tasks, Service Technician scheduling coordination, and general administrative support. The Service Team Service Coordinator will be responsible for all aspects of project execution including coordination between Havtech Service and customers, financial project management and customer service.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES include the following. Other functions may be assigned and/or required.

• Administration and management of Service projects including coordination with multiple vendors and customers.
• Develops relationships with customers/vendors by providing exceptional customer service & support, including assistance with customer questions or concerns.
• Prepare invoices for billing and any additional documentation required for billing purposes. Internal and external purchase order administration.
• Maintain communication with customers, Service Technicians, and internal contacts to deliver support, via phone, email, etc.
• Aid Service Technician Team dutifully to complete their tasks and projects.
• Completely documents project costs and makes adjustment to deliver accurate reporting of project performance.
• Documents work by maintaining continuous files for each project.
• Communicates with internal/external customers and provides necessary information, updates and documentation in a timely manner.
• Coordinates service and technical support during start-up and throughout the warranty period.
• Executes and coordinates with various factories.
• Becomes proficient in the current Havtech Service administrative software.
• Provides executive support for Service Fulfillment team.
• Interacts with Service Acquisition Team for successful implementation of projects.
• Flexibility to work outside normal work hours, as required.

QUALIFICATIONS include the following.

• Bachelor’s degree and two (2) years of experience in the HVAC industry performing project management or administrative roles; or an equivalent combination of education and work experience.
• Excellent customer service and organizational skills, attention to detail, and ability to prioritize multiple projects and tasks to meet competing deadlines.
• Demonstrated performance in a customer-focused environment and role.
• Strong interpersonal, written and verbal communication skills.
• Ability to make critical decisions independently in fast paced environment, with support from Service Team resources.
• Windows/Microsoft Office product knowledge required.
• Experience with dispatch of technicians or related work experience preferred. Familiarity with general contracting, HVAC Service, or related industry preferred.

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.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is frequently required to stand and walk. The employee must regularly lift and/or move up to 10 pounds and frequently lift and/or move up to 25 pounds.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually quiet.

DECLARATION

Human Resources retains the sole right and discretion to make changes to this job description. Any employee making changes unauthorized by the Vice President or Human Resources will be subject to disciplinary action up to and including termination.