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SERVICE COORDINATOR, Raleigh, North Carolina

Created 06/10/2021
Reference 62164
Category Operations
Country United States
State North Carolina
City Raleigh
Zip 27601
Salary Competitive
ABM (NYSE: ABM) is a leading provider of facility solutions with revenues of approximately $6.4 billion and over 130,000 employees in 300+ offices deployed throughout the United States and various international locations. ABM's comprehensive capabilities include electrical & lighting, energy solutions, facilities engineering, HVAC & mechanical, janitorial, landscape & turf, mission critical solutions and parking, provided through stand-alone or integrated solutions. Founded in 1909, ABM provides custom facility solutions in urban, suburban and rural areas to properties of all sizes - from schools and commercial buildings to hospitals, data centers, manufacturing plants and airports.

Job Title
SERVICE COORDINATOR

Education
High School or GED

Career Level
Experienced (Non-Manager)

Category
Operations

Job Type/ FLSA Status
Hourly

Travel Required
None

Shift Type
N/A

Job Description

Service Coordinator

The HVAC Service Coordinator/ Dispatcher, reporting to the Service Manager, is responsible for dispatching of HVAC Service Technicians to customer locations. This position will also grow to include additional business functions such as: perform moderately complex accounting activities associated with maintaining a complete and accurate general ledger for financial reporting to management. Works under general supervision following clearly defined procedures and policies.

  • Support the performance of the branch operations, including planned and unplanned maintenance/service calls from customers.
  • Support successful operations consistent with ABM policies, programs, procedures, systems and guidelines.
  • Support monthly maintenance planning process to schedule and dispatch field technicians.
  • Act as a single point of contact for all types of customer service request and emergency calls.
  • Prioritize calls based on severity and availability of appropriate service tech.
  • Qualify every request for service to establish maximum response time requirements.
  • Determine and dispatch appropriate technicians to ensure quick and efficient resolution of problems while building and maintaining customer confidence and satisfaction.
  • Communicate schedule with customer and keep customer informed of actions taken.
  • Inform Service Manager of work progress, customer relations, field personnel relations, material administration and other matters affecting service operations.
  • Provide effective work schedules for field personnel to maximize use of skills while cost effectively meeting customer needs and providing contingency time for emergency calls.
  • Audit service reports weekly in accordance with established procedures.
  • Provide logistical support to the field to assure maximum output per labor-hour.
  • Maintain understanding of mechanical systems in order to make appropriate decisions in scheduling all types of work (P.M., repairs, replacement, etc.).
  • Inform Service Manager of work progress, customer relations, field personnel relations, material administration and other matters affecting service operations
  • Provide support for any special projects as assigned by your supervisor/manager as assigned.
  • Communication with ABM Customers to dispatch mechanical and electrical service technicians to commercial buildings to service and/or repair HVAC and/or electrical equipment
  • Responsible for dispatching up to 25 service technicians to multiple sites each week
  • Dispatches technicians within a 100-200 miles radius
  • Reports to the head of the Service Department in the branch.
  • No direct reports
  • Must have a minimum of three (3) years of experience dispatching and/or a service capacity, preferably in the HVAC / Electrical / Mechanical service industry.


Minimum Requirements
  • High School Diploma or GED is required.
  • Must have a minimum of three (3) years of experience dispatching and/or a service capacity, preferably in the HVAC / Electrical / Mechanical service industry.
  • Mechanical aptitude to ask questions and anticipate the next step in the process is critical.
  • Professional communication skills over the phone and email with customers and internal team members.
  • Working knowledge of local geography, ability to read maps.
  • Ability to multi-task and be detail oriented with strong organizational skills.
  • Ability to use discretion and judgment to make timely decisions.
  • Strong computer skills with Microsoft Word, Excel, Outlook.
  • Available as necessary for after-hours dispatching.
  • 5% travel (for training purposes).


Location
Raleigh, NC 27601 US (Primary)

ABM is an EOE (M/F/Vet/Disability/Gender Identity/Sexual Orientation)

California Consumers Notice http://www.abm.com/californiaprivacy
Employer ABM Industries

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