Service Coordinator in Wilmington, Massachusetts at ARC Mechanical

ARC Mechanical is adding a Service Coordinator to our team. The HVAC / Refrigeration Service Coordinator is responsible for supporting our field staff of over 100 technicians. This is an onsite position, based out of our office in Wilmington, MA.

Key Responsibilities:

• Assist in coordinating of parts and equipment to field staff.
• Receive service requests via phone and e-mail.
• Schedule and dispatch Service Operations Technicians to appropriate service appointments.
• Accurately record service requests in our dispatch system and assess urgency.
• Assign work orders to the appropriate service technician.
• Continuously communicate with the customer through the work order life cycle.
• Follow up on service requests that need additional work.
• Keep service notes and schedule up to date.
• Schedule Preventive Maintenance tasks.
• Assure customer procedures are followed.
• Functions as the primary interface between the customer, and internal expertise surrounding all service activities.
• Maintains customer satisfaction by investigating concerns, implementing corrective action, and communicating with customers and assigned staff.
• Champion service module of ERP and maximize efficiencies through interrogation and analysis of key data.
• Manage work order life cycle from start of service event until completion, approve completed work to be billed.
• Standard hours will be 7:00am-4:00pm.

• A minimum of 3 years’ experience working with technicians and customers in a high performing services business, preferably in the HVAC/Refrigeration market.
• Strong business acumen including a solid understanding of service contracts, an eye for detail and superior customer service skills.
• Must be a proactive leader with a proven track record of dispatching and directing the efforts of field technicians in response to customer needs.
• Possesses a high level of initiative coupled with the intuition to make sound decisions quickly.
• Experience working in a technical environment (HVAC/industrial refrigeration) is strongly preferred.

Benefits:

• Eligible for healthcare benefits on Day 1 of employment:
  • Medical, dental, vision, and prescription drug coverage
  • Flexible Spending Account (FSA), Dependent Care Spending Account (DCSA)
  • Health Savings Account (HSA)
  • Company-paid Life Insurance; Supplemental Employee, Spouse, and Dependent Life
  • Accident Hospital Indemnity
  • Company-paid Short and Long-term Disability Insurance
  • Pet Insurance
• Employer matched 401(k) saving plan (with Roth option)
• Weekly paycheck
• Generous paid holiday schedule (11 days per year)
• Paid time off (vacation + sick time)
• Learning & Development programs
• Employee Referral Bonus Program
• Tuition Reimbursement

EOE – Disability/Veterans