Service & Permit Administrator

Position Summary

The HVAC Service Coordinator serves as the primary point of contact between customers, field technicians, and management. This role is responsible for scheduling, dispatching, and coordinating service calls, ensuring timely communication, accurate work order processing, and efficient utilization of company resources. The Service Coordinator plays a key role in customer satisfaction, operational efficiency, and supporting the field service team.\

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

Work Order Management

• Create, review, and close out work orders in FieldEdge.
• Verify job details (customer information, equipment, warranty, maintenance agreements).
• Ensure accurate coding for labor, parts, and warranties.
• Collect and enter purchase orders or authorization numbers when required.

Permitting:

• Apply for and track permits for HVAC installations, replacements, and service jobs.
• Communicate with municipalities to ensure timely permit approvals and inspections.
• Maintain organized records of permit status, expirations, and follow-up requirements.

Scheduling & Dispatching

• Assign and dispatch service technicians based on skill set, availability, and location.
• Monitor technician workloads and adjust schedules to maximize efficiency.
• Track work orders in FieldEdge (or equivalent CRM/dispatch software).
• Maintain a daily/weekly service calendar.

Customer & Client Service

• Answer inbound service calls, emails, and portal requests from customers.
• Schedule service appointments, providing accurate arrival windows.
• Communicate with customers regarding delays, reschedules, and service updates.
• Handle customer concerns promptly and escalate issues to the Service Manager as needed.

Warranty Registration:

• Register warranties for new installations with manufacturers.
• Ensure warranty documentation is complete, accurate, and provided to customers.
• Track expiration dates and warranty terms for future service coordination.

Maintenance Agreements:

• Create, renew, and track residential or light commercial maintenance agreements.
• Follow up with customers about expiring or lapsed agreements.
• Coordinate with technicians and customers to schedule maintenance visits.

Administrative & Reporting

• Assist with timecard verification and approval for assigned service technicians.
• Maintain records of service agreements, preventative maintenance schedules, and recurring visits.
• Generate daily, weekly, or monthly service performance reports.
• Support billing and collections by ensuring all documentation is complete and timely.

Team & Technician Support

• Provide technicians with job details, directions, and special instructions.
• Track technician progress and support them with parts ordering, job notes, or customer communications.
• Coordinate with warehouse and parts team to ensure required materials are available.
• Facilitate communication between the service team and management.

Qualifications:

• 2+ years’ experience in HVAC, plumbing, electrical, or a service-based industry.
• Strong administrative, scheduling, and customer service skills.
• Familiarity with permit processes and local municipality requirements (preferred).
• Experience with service software and/or CRM tools.
• Attention to detail and ability to manage multiple priorities.
• Professional communication skills—both written and verbal.

Key Competencies:

• Organized and process-oriented
• Strong multitasker and communicator
• Problem-solver with a customer-first mindset
• Comfortable with compliance and documentation
• Team player who can work across departments
• Ability to remain calm and professional in fast-paced situations.
• Knowledge of HVAC systems and terminology is a plus.

Physical Demands and Work Environment: 

• Sit for prolonged periods of time.
• Repetitive Movements i.e. typing and mouse use.
• Prolonged screen viewing.
• Lifting up to 25 pounds.