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Service Coordinator & Dispatcher

Position: Commercial HVAC Service Coordinator

The Commercial HVAC Service Coordinator is responsible for supporting the daily operations of the Service Department by coordinating technicians, scheduling service calls, communicating with customers, ordering materials, assisting with estimates and proposals, and ensuring service work is completed efficiently. This position works closely with the Service Manager to keep field operations organized and maintain a high level of customer service.

Essential ResponsibilitiesDispatch & Scheduling

Dispatch technicians based on location, skill set, and customer priority.
Schedule emergency service, preventative maintenance, warranty, and quoted repairs.
Optimize daily technician routes to maximize efficiency.
Monitor technician progress throughout the day and adjust schedules as needed.
Coordinate after-hours and emergency service calls.
Ensure all scheduled work has the necessary labor, equipment, and materials.

Customer Service

Answer incoming customer calls and emails.
Create service requests and maintain accurate customer records.
Provide customers with scheduling updates and technician arrival times.
Follow up with customers regarding completed work and outstanding repairs.
Coordinate access requirements with property managers, tenants, and facility personnel.

Work Order Management

Create and assign service work orders.
Review technician notes for accuracy and completeness.
Verify labor, materials, and equipment are documented properly.
Close completed work orders in a timely manner.
Upload photos, reports, and supporting documentation.
Ensure all required paperwork is completed before invoicing.

Purchasing & Inventory

Order HVAC equipment, parts, and materials from vendors.
Coordinate equipment deliveries to jobsites.
Track shipping status and expected delivery dates.
Work with suppliers to locate hard-to-find parts.
Assist with maintaining inventory levels for commonly stocked materials.
Process purchase orders and maintain purchasing records.

Estimating & Quoting Support

Assist in preparing repair estimates and proposals.
Request vendor pricing and equipment quotations.
Prepare material lists.
Track outstanding customer quotes.
Follow up on pending approvals.
Coordinate approved work with scheduling and purchasing.

Preventative Maintenance Coordination

Schedule preventative maintenance visits.
Coordinate recurring maintenance agreements.
Ensure filters, belts, and materials are available before scheduled visits.
Track completion of maintenance contracts.
Coordinate return visits for identified repairs.

Technician Support

Serve as the primary office contact for field technicians.
Assist technicians with customer information, equipment history, and job details.
Coordinate equipment rentals, cranes, permits, and specialty subcontractors when required.
Help resolve scheduling conflicts and jobsite issues.

Administrative Duties

Maintain accurate service records and customer files.
Update service management software (BuildOps or similar).
Generate reports for the Service Manager.
Assist with billing documentation when needed.
Maintain organized electronic records.
Support other office operations as assigned.

Preferred Qualifications

Experience in commercial HVAC, mechanical contracting, plumbing, electrical, or construction service.
Previous dispatching or service coordination experience.
Ability to prioritize multiple tasks in a fast-paced environment.
Strong communication and customer service skills.
Proficient with Microsoft Office (Word, Excel, Outlook).
Ability to read equipment model numbers, understand basic HVAC terminology, and interpret service reports is preferred.
Strong organizational skills with excellent attention to detail.
Ability to work independently while managing multiple priorities.

Preferred Skills