Service Coordinator in New Castle, Delaware at MODERN CONTROLS INC

The Senior Service Coordinator plays a critical role in driving service operations by coordinating technicians, managing customer communication, and ensuring efficient execution of service work across multiple branches. This position goes beyond basic dispatching and requires strong operational awareness, leadership, and the ability to proactively manage workflow, priorities, and customer expectations.

This role serves as a central point of coordination between field technicians, service managers, customers, and internal departments to ensure work is completed safely, efficiently, and in alignment with company standards.

Key Responsibilities

Service Coordination & Dispatch

• Coordinate and dispatch service technicians across multiple regions based on priority, skill set, and location
• Manage daily and weekly scheduling to optimize technician utilization and response times
• Adjust schedules in real-time to address emergencies, delays, or changing priorities

Operational Oversight

• Monitor open service calls to ensure timely completion and proper closeout
• Review work orders for accuracy, completeness, and alignment with scope
• Ensure all required documentation (JSAs, service reports, permits) is completed and submitted

Customer Communication

• Serve as a primary point of contact for service customers
• Provide updates on scheduling, job status, and completion timelines
• Address customer concerns and escalate issues as needed

Cross-Functional Coordination

• Partner with Service Managers, Project Managers, and Sales to align service delivery with customer needs
• Coordinate with Warehouse and Fleet teams to ensure technicians have required materials and vehicles
• Work with HR and Safety to support compliance with company policies and training requirements

Systems & Documentation

• Utilize systems such as Spectrum, Smartsheet, and other internal platforms to manage service workflow
• Ensure accurate data entry for work orders, technician time, and job status
• Support reporting on key service metrics including utilization, response time, and backlog

Leadership & Mentorship

• Provide guidance and support to junior coordinators or administrative staff
• Help drive consistency in scheduling processes and service coordination standards
• Identify opportunities to improve workflow efficiency and customer experience

Experience

• 5+ years of experience in service coordination, dispatch, or operations within HVAC, mechanical, or construction services
• Experience supporting multi-branch or multi-state operations preferred

Skills

• Strong organizational and multitasking abilities in a fast-paced environment
• Ability to prioritize competing demands and make real-time decisions
• Excellent communication skills, both internal and customer-facing
• Strong problem-solving and critical thinking skills

Technical

• Experience with ERP systems (Spectrum preferred)
• Proficiency in Microsoft Office (Excel, Outlook)
• Experience with scheduling or workflow tools (Smartsheet or similar)

• Accountability and ownership
• Sense of urgency and responsiveness
• Strong attention to detail
• Team collaboration and support
• Ability to stay calm under pressure

• Office-based with frequent coordination with field personnel
• Fast-paced, deadline-driven environment supporting service operations
• Occasional extended hours may be required to support urgent service needs

This position is essential to maintaining high service standards, supporting technician efficiency, and delivering a strong customer experience. The Senior Service Coordinator directly impacts operational performance, technician productivity, and overall service profitability.