Service Coordinator

SUMMARY:

The Service Coordinator works directly under the Service Manager and Regional Service Managers and in parallel with the Service Technicians. This role ensures customers in the industrial refrigeration industry receive the highest level of service and field personnel have the information and materials required to be successful. 

ESSENTIAL DUTIES & RESPONSIBILITIES: (Additional duties may be assigned).

• Work daily with service management to ensure customers are provided the highest level of service and field personnel have the information and materials to be successful.
• Review work in progress (WIP) dashboard. Weekly minimum. 
• Maintain schedule for all PM’s and ACE inspections on industrial refrigeration systems; notify Regional Service Managers prior to due dates.
• Schedule all rental equipment and communicate weekly with technician/manager when pickup is required.
• Track rentals on gas bottles; confirm returns with technicians and managers upon receipt of rental invoices.
• Follow up with customers on completed service visits; report feedback directly to the appointed Service Manager.
• Communicate with Project Managers on job startups to ensure technicians can be scheduled accordingly.
• Create the job in BuildOps.
• Notify the team and Account Manager (AM) upon receipt of the purchase order.
• Schedule a kickoff meeting with the Account Manager (AM) and Regional Sales Manager (RSM).
• Prepare and deliver required documentation, including job forms, inspection forms, preventive maintenance paperwork, and ramp details.
• Manage scheduling notifications with customers.
• Issue purchase orders to and confirm subcontractors are on site as required when scheduled accordingly.
• Confirm material delivery prior to job execution.
• Close jobs administratively.
• Flag job-related issues to the Regional Sales Manager (RSM) or Account Manager (AM).
• Verify labor hours, parts used, and expenses against job tickets and purchase orders.
• Generate and issue invoices in accordance with company billing policies and customer agreements.
• Resolve billing discrepancies by coordinating with Service Manager and customers.
• Maintain organized billing records for audit and reporting purposes.
• Support accounts receivable with invoice corrections, credits, and re-bills as needed.
• Assist in month-end closing activities, ensuring all service jobs are invoiced within deadlines.
• Communicate professionally with customers regarding billing inquiries.
• Provide reporting on invoicing activity and outstanding billing issues to management.

QUALIFICATIONS:

•  Strong organizational and multitasking abilities.
•  Excellent verbal and written communication skills.
•  Proficient in using computer software and databases for record-keeping.
•  Ability to work independently and as part of a team.
•  Problem-solving skills and a proactive approach to challenges.
•  Previous experience in a service coordination or related role is preferred. Knowledge of IIAR, OSHA, and NEC compliance related to industrial refrigeration is strongly preferred.
• Commitment to providing exceptional customer service.

EQUIPMENT & PHYSICAL REQUIREMENTS:

Standard office environment with occasional site visits. Ability to sit or stand for extended periods and lift up to 20 pounds.

COMPUTER SKILLS:

Proficiency with Microsoft Office Suite, databases, and service management software used in industrial refrigeration service operations.