Service Operations Coordinator

About the Company

Our client is one of New York City's most respected luxury residential general contractors, with decades of experience delivering exceptional craftsmanship to the city's most discerning clientele. The firm is Brooklyn-based, operates under an employee shared ownership structure, and is known throughout the NYC luxury residential market as a best-in-class operator. The identity of our client will be shared with qualified candidates at the appropriate stage of the search.

The Service Operations department handles warranty work, punch list, ongoing maintenance contracts and emergency response for the firm's client base, with a team of field craftsmen and a growing office-based group behind them.

The Role

This role works directly to the Director of Service Operations and is the coordination behind the whole department — the person the Director relies on to keep everything moving.

There are two halves to it. The first is ownership of the annual maintenance contract book. Air conditioning is the core of it, and the same agreements also commit the company to specialty cleaning — stone and grout — and minor appliance care. Every agreement commits the company to specific work at specific times of year, and you make sure all of it is scheduled, performed, documented and renewed without the client ever having to ask.

The second is supporting the Director across the rest of the department — warranty work, punch list and emergency response — carrying whatever needs carrying so that the work in front of clients never slips.

Both halves put you in front of clients and inside their homes. You will come to know every property in the portfolio, and a real part of the week is spent supervising work in the field.

Full-time, based in the Brooklyn office.

The Maintenance Contract Book

• Own the book end to end. Know what every agreement commits the company to and make sure each obligation is scheduled, performed and documented on time.


• Build and hold the seasonal service calendar across the whole portfolio, coordinating dates with clients and with the vendors who carry out the work.


• Manage those vendors day to day. Confirm attendance, chase the reports, and close out anything left open after a visit.


• Be on site for maintenance visits and supervise the work. You will have at least one company laborer with you, and the visit is yours to run.


• Schedule and supervise the specialty cleaning and minor appliance maintenance that sit alongside HVAC on the same client agreements.


• Ensure risk transfer protocols are followed meticulously, including the issuance of contracts to previously vetted and approved subcontractors before any work begins.


• Turn findings into revenue. When a visit surfaces a recommended repair, get it quoted and in front of the client instead of letting it sit.


• Run renewals. Know what expires when, prepare it ahead of the date, and carry it through to signature.

Supporting the Director

• Be a reliable point of contact for clients, keeping them informed without being prompted.


• Coordinate scheduling and dispatch across active service work, not only the maintenance visits. The field craftsmen report to the Director today; as the department grows, directing that schedule is likely to become yours.


• Track open items across warranty, punch list and emergency calls, and drive them to closed.


• Prepare quotes, proposals and client correspondence, and keep the paperwork behind the department in order.


• Handle what the Director cannot get to, and know which of those items need his attention before you act.


• Help build the department's systems. This is a growing operation and how it runs is still being shaped.

What We're Looking For

• Exceptional communication, spoken and written. This is the requirement above all others. You are speaking for the company to some of the most discerning clients in New York, and what you write gets forwarded. Clear, professional and well judged, every time.


• Organized to a fault. This job is a calendar, a set of promises and a great many moving parts.


• Motivated and hungry. Someone who wants responsibility and takes it instead of waiting to be handed it.


• Able to hold a schedule and chase people without needing to be chased.


• Sound judgement about what to handle and what to escalate.


• A construction or HVAC background is welcome but not required. We would be glad to hear from a service technician looking to move from the field into an office role, and equally glad to hear from someone with no construction background at all. If you come in without HVAC experience you will spend time out with our technicians learning how the heating and cooling systems in New York buildings actually work; that is expected. What we cannot teach is drive, organization and the ability to talk to people.


• Confident with Excel and quick to pick up new software.


• An understanding of the level of client we work for, and the standard of service that comes with it.

What's On Offer

• $75,000 to $80,000.


• Participation in the company's Employee Stock Ownership Plan.


• Full-time, based in the Brooklyn office.


• Reporting directly to the Director of Service Operations.


• A role at the center of a department that is being rebuilt from the ground up. You will grow into it alongside the Director and take on more as the department grows.