ARC Mechanical · 16 hours ago
Service Coordinator
Wilmington, MA
Full-time
Onsite
Mid Level
$25/hr - $30/hr
3+ years expARC Mechanical is seeking a Service Coordinator to support their field staff of over 100 technicians. This role involves coordinating parts and equipment, scheduling service appointments, and maintaining customer satisfaction throughout the service process.
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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
Qualification
Required
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
Preferred
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
Company
ARC Mechanical
Founded in 1996, ARC Mechanical offers a full range of commercial and industrial HVAC/R services, including 24/7 emergency response.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2017-11-14Acquired
Leadership Team
Peter DiMartino
Chief Financial Officer
John Frugard
Executive Vice President, HVAC Operations
Company data provided by crunchbase