Service Coordinator

Company Overview

Upchurch is a rapidly growing , full-service building engineering company providing mechanical, plumbing, HVAC, and electrical services across the southeastern United States. Founded in 1970 and headquartered in Horn Lake, MS, Upchurch has grown through both organic expansion and strategic acquisitions , establishing a strong reputation for quality, reliability, and service excellence. We offer end-to-end solutionsfrom design and installation to ongoing maintenance and emergency support helping clients maximize building performance, energy efficiency, and equipment lifespan .

Primary Objectives

• Ensure effective scheduling and dispatching of service technicians to meet customer needs and maximize efficiency.

• Provide administrative, logistical, and material support to ensure accurate and timely completion of work orders.

• Serve as a key point of communication between customers, technicians, and internal teams to uphold service quality standards.

• Support procurement, inventory tracking, and reporting processes related to service operations.

Key Responsibilities:

Scheduling & Dispatch

• Schedule and dispatch service technicians based on priority, location, skill set, and availability.

• Adjust schedules to accommodate emergency service calls, job delays, or changes in scope.

• Qualify incoming service requests to determine urgency and ensure optimal technician utilization.

• Monitor work order progress to ensure timely and accurate job completion.

Customer Communication

• Serve as the primary point of contact for customer inquiries, scheduling updates, and follow-ups.

• Communicate technician arrival times, service status, and delays clearly and professionally.

• Coordinate with the Service Manager regarding high-risk or escalated accounts prior to dispatch.

• Support the resolution of customer concerns in collaboration with internal teams.

Work Order & Administrative Support

• Log, track, and maintain accurate service records, work orders, and dispatch details in the company system.

• Prepare and review service reports, including technician labor hours, parts used, and job status.

• Ensure timely and accurate completion of work order documentation and technician time entries.

• Identify and relay potential sales leads, repairs, or upgrade opportunities to the sales team.

Parts, Inventory & Procurement

• Coordinate materials, tools, and equipment delivery to support field service operations.

• Issue and track purchase orders for parts and materials requested by technicians.

• Coordinate the return of unused materials and process credit purchase orders as needed.

• Monitor truck stock and warehouse inventory levels and assist with replenishment planning.

• Collaborate with inventory, warehouse, and accounting teams to ensure material accuracy and cost control.

Performance, Compliance & Collaboration

• Track and report service KPIs such as response times, job completion rates, and customer satisfaction.

• Ensure compliance with company policies, safety standards, and service quality benchmarks.

• Support cross-functional collaboration between service, sales, warehouse, and accounting teams.

• Maintain a clean, organized workspace and accurate digital records at all times.

• Comply with all company Health, Safety, and Environmental policies and procedures.

Qualifications

Education:

• High school diploma or equivalent required; associates or bachelors degree in business or a related field is a plus.

Experience:

• 24+ years of experience in service coordination, dispatching, customer service, or operations support.

• Experience in HVAC, plumbing, construction, or technical field service environments preferred.

Technical & Professional Skills:

• Proficiency with scheduling software, dispatch platforms, or CRM/ERP systems (BuildOps experience a plus).

• Strong verbal and written communication skills with a professional, customer-first approach.

• Excellent organizational skills with the ability to multitask and prioritize under pressure.

• Strong problem-solving and decision-making skills.

• Must be able to be on a on call rotation.

• Basic math and English proficiency for documentation, reporting, and inventory coordination.

Benefits:

• Competitive salary based on experience.

• Health, dental, and vision insurance.

• Paid time off and holiday pay.

• Opportunities for professional development and certification assistance.

Equal Employment Opportunity:

Upchurch Companies provides equal employment opportunities to all employees and applicants. We prohibit discrimination and harassment of any type based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.