Position Summary:

The Service Operations Coordinator plays a pivotal role in ensuring the seamless execution of service operations while delivering exceptional customer service. This position manages scheduling, dispatch, procurement, reporting, and administrative tasks, working closely with service technicians, customers, and sales personnel to guarantee high-quality service delivery and efficiency in daily operations.

Key Responsibilities:

1. Customer Interaction and Service Coordination:

   • Serve as the primary point of contact for customers, delivering outstanding service and resolving emergency issues or complaints promptly.
   • Schedule maintenance, inspections, repairs, and other services for both local and out-of-town projects, including making all necessary travel arrangements.
   • Coordinate service schedules by liaising with customers and building management to ensure proper notifications and compliance with all required paperwork.

2. Service Team Supervision and Efficiency Management:

   • Oversee Service Technicians and provide weekly service schedules that prioritize efficiency and productivity.
   • Ensure all necessary documentation and site access requirements are secured prior to service execution.
   • Maintain integrity in field file management and assist in supervising service personnel.

3. Sales Coordination and Documentation:

   • Collaborate with sales personnel to review job specifications and ensure accurate preparation of Method of Procedure (MOP) documents.

4. Procurement and Emergency Order Management:

   • Manage the acquisition of required materials, equipment, rentals, and subcontractors to fulfill daily assignments efficiently.
   • Generate and assign emergency service work orders in a timely manner to address urgent customer needs.

5. Inventory Management:

   • Monitor and update service inventory levels to maintain operational readiness.

6. Administrative Oversight and Reporting:

   • Verify the accuracy of weekly time cards, work orders, and field reports, conducting reconciliation for service-related time cards every Monday.
   • Review service job costs and provide quarterly profitability reports for S-jobs.
   • Prepare and manage customer billing, activating S and D jobs when applicable.
   • Create monthly reports such as Service Booking Reports, Capacity Reports, and Over & Under Billing Reports to support departmental insights and performance tracking.

7. Customer Support and Follow-Up:

   • Provide customers with detailed information regarding requested parts, additional services, or job updates.
   • Ensure outstanding receivables are maintained within acceptable levels through proactive communication and follow-up.

8. Team and Organizational Communication:

   • Notify the Assistant Controller of pending issues or tasks that require attention prior to absences to ensure operational continuity.

Qualifications:

Required:

• High School Diploma or General Educational Development (GED).
• Minimum of 3-5 years of customer service experience, with a strong focus on operational coordination.
• Polished verbal and written communication skills to engage effectively with customers, service personnel, and management.
• Proficient knowledge of Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) and standard office/accounting practices.

Preferred:

• Associate's degree in business or an equivalent combination of education and work experience.
• Fire protection background is highly advantageous.
• Familiarity with Timberline Software or similar platforms.

Key Competencies:

• Strong organizational and time management skills to handle multiple priorities in a fast-paced environment.
• Analytical mindset with the ability to generate detailed reports and track operational performance metrics.
• Ability to effectively supervise and motivate service technicians to achieve operational goals.
• Proactive problem-solving capabilities to address customer concerns and streamline processes.

This enhanced description provides a professional and organized overview of the role while highlighting critical responsibilities and qualifications. It clearly establishes the position as integral to service operations and emphasizes skills that align with success in the role.