Service Coordinator - HVAC

NY Mechanical Contractor - HVAC • Full-time • New Hyde Park, New York State, United States • $35 - $40 / hour • 3d ago

About the Company

An established commercial mechanical contracting company serving the New York City metro area for over 75 years is seeking an experienced HVAC Service Dispatcher. Our work is exclusively commercial, including office buildings, retail, entertainment, education, and recreational facilities. We perform little to no residential work.

Position Summary

The Service Coordinator oversees the daily activities of 20+ field service technicians and serves as the primary point of contact between our customers, our technicians, and our service leadership. This position reports to the Vice President of Service.

This is an experienced role. We are looking for someone with a substantial background in an HVAC service office who understands the equipment well enough to interpret what a customer or technician is describing, who can maintain a calm and professional tone with customers during urgent situations, and who can assess technician skill sets in order to assign the appropriate technician to each call.

Key Responsibilities

Dispatch 20+ field technicians daily, assigning work based on technician skill level, location, and call urgency
Receive and triage incoming emergency service requests and communicate accurate response expectations to customers
Develop and maintain the daily and weekly service schedule
Contact preventative maintenance contract customers to schedule their visits and ensure contract obligations are met on time
Purchase materials for maintenance work, including creating purchase orders and placing orders with supply houses
Enter technician time into our ERP system accurately and within payroll deadlines, coordinating with the office manager and payroll
Maintain detailed working records on preventative maintenance customers, including site contacts, installed equipment, and recurring issues, to support well-informed dispatch decisions
Follow up with customers and vendors and keep customer account information current
Serve as the day-to-day communication link between the field, the customer, and service leadership

Qualifications

Multiple years of dispatching or service coordination experience within a commercial HVAC or mechanical service department
Working knowledge of HVAC system components and their operation
Experience ordering HVAC parts and equipment from supply houses
Experience with a field service management or ERP platform such as ECI GlobalEdge
Sound judgment in prioritizing competing service demands
Professional composure and strong verbal communication skills when working with customers under pressure
Strong organizational skills and the ability to establish and maintain effective processes independently
Ability to manage frequent interruptions and shifting priorities throughout the day

Preferred Qualifications

Prior field experience in the trade
Familiarity with union labor environments
Experience supporting preventative maintenance contract programs

Schedule and Location

Monday through Friday, 8:00 AM to 5:00 PM, with an unpaid one-hour lunch. This position is based in a Long Island office and is not eligible for remote work. Emergency calls received outside of business hours are handled by a dedicated call center and a scheduled on-call technician.

Benefits