Service Coordinator (Req #: 103) at Questec – Louisville, Kentucky

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The QuesTec Service Coordinator will assess the needs of our clients and link them with the proper resources required, while utilizing our software to effectively maintain work schedules. This person’s ability to multitask while being organized in resolving external and internal customer issues is key to the success of this position. The Service Coordinator also holds the responsibility to facilitate various processes, maintain fleet vehicles, coordinate project and maintenance management pertaining to the HVAC/R Service & Maintenance business. This is hourly, non-exempt role reporting to Operations Manager and Service Manager.

PRIMARY DUTIES

1. Work closely with the Service Manager, Service Technicians, Dispatcher, Accounting staff daily basis
2. Coordinate/Dispatch incoming service calls with the intent of resolving customer issues by matching the nature of problem, location and ability of the service technicians
3. Maintain all third-party portals to ensure all communications, quotes and procedures are followed to completion
4. Coordinate maintenance agreement schedules according to plan. Communicate conflicts/scheduling issues with the Service Manager
5. Coordinating short-term projects from approval to completion
6. Establish and maintain a basic understanding of mechanical systems to make appropriate decisions in scheduling all types of work (preventative maintenance, repairs, replacement, etc.)
7. Process all service reports in accordance with procedures established and in a timely manner
8. Coordinate daily workflow for upcoming needs to ensure all customer expectations are met
9. Maintain customer care by fielding all customer concerns and working with Service Manager/Management Team to establish an action plan for resolution

SECONDARY DUTIES

1. Build rapport and productive working relationships with customers, vendors, and other outside contracts
2. Build and maintain rapport and positive working relationships with field and office personnel
3. Understand all programs and procedures applicable to your area of responsibility and ensure proper implementation and administration of those programs and procedures
4. Participates in meetings, workshops, training and seminars as required
5. Order/Receive parts, verifying parts are correct and orders are filled once received
6. Providing general customer service assistance
7. Answering phones
8. Preparing related communications to office or field personnel
9. Other duties as assigned

WORK ENVIRONMENT

The work environment for the Service Coordinator is that of an average office setting. This job description reflects QuesTec’s assignment of essential functions; it does not proscribe or restrict the tasks that may be assigned to the employee.

MINIMUM QUALIFICATIONS

1. Proficient with technology, website navigation and computer software programs
2. Ability to maintain high level of customer service
3. Ability to learn advanced technology programs/software related to position
4. High attention to detail and quality of work performed independently as well as work
5. to be assigned to project(s)
6. Excellent time management and organizational skills
7. Good communication skills (oral and written)
8. Ability to work as a team and interact with others in a positive manner
9. Minimum of a high school diploma or GED, associate or bachelor’s degree preferred

EDUCATIONAL, LICENSING and CERTIFICATION REQUIREMENTS

1. Valid social security number
2. Valid driver’s license

QuesTec Mechanical is an Equal Employment Opportunity and Affirmative Action employer. As such, we do not discriminate based upon race, religion, color, national origin, gender (including gender identity), sexual orientation, age, veteran status, disability status, or any other legally protected characteristics. All employment decisions are based on qualifications, merit, and business need.