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Alexandria

    Service Coordinator - Alexandria, United States - ABM Industries

    ABM Industries
    ABM Industries Alexandria, United States

    2 weeks ago

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    Description
    Job Description

    The HVAC Service Coordinator serves as the initial point of contact for our customers and service providers. Schedule technicians to conduct repairs and emergency services. Coordinates services of technicians and Subcontractors with customer representative and Lead Tech to meet contractual requirements and service requests.

    As a service coordinator you will be responsible for supporting the operations team

    •Works closely with customers to answer and respond appropriately to service calls and emergency calls in accordance with Escalation Procedures.

    •Works closely with dispatcher to schedule appropriate technicians to ensure the projects are staffed with the appropriate leadership, appropriately skilled technicians, and appropriate number of technicians.

    •Utilizes appropriate resources in support of both technical and operational needs.

    •Works closely with Service Managers and/or Contract Manager to schedule major repairs and keep them informed of scheduling and coordination efforts.

    •Coordinates with Project Managers to schedule additional technicians for installations, equipment start up and warranty services.

    •Create and manage work orders in CMMS system for quoted repairs

    •Responsible for distributing customer assurance review and exception (CARE) information to general manager.

    •Ensure technicians have all customer contact information and job specific scope information to complete work in timely fashion.

    •Follow-up daily to ensure appropriate entry of work performed by technicians and Subcontractors.

    •Complete Work Order Audit Process for All Completed Work Orders daily.

    •Support Service Managers with coordination of scheduling between Technician, Subcontractor and Customer Representative.

    •Assist Service Managers in securing documentation for inclusion in reporting and invoicing to customer.

    Essential Duties
    • Track and schedule vehicle maintenance, repairs, signage, etc
    • Help locate, order, and track parts needed in the field
    • Maintain communication with vendors, clients, and technicians as needed
    • Various research, administrative, or operations tasks as needed
    • Vendor file maintenance
    • Speak with vendors directly via phone/email and answer basic AP questions when needed
    • Follow-up on quotes issued the previous week if no response has been received
    • Order parts, track and schedule repairs with customer approval
    • Order uniforms and other apparel as the seasons/needs change
    • Collaborate with Service Manager on repair proposals for HVAC/Mechanical equipment.
    • Communicate timeframes/ETAs with ABM staff, sub-contractors, and customers.
    Minimum Requirements

    EXPERIENCE AND/OR EDUCATION

    •High School Diploma or equivalent and prior experience in Call Center environment, preferred.

    •Exceptional Customer Service skills.

    •Experience working with CMMS Systems a plus.

    •Strong Organizational skills and attention to detail.

    •Excellent Verbal and Written Communication skills.

    •Proven ability to Multi-Task.

    •Proven ability to work effectively in a team environment.

    •Knowledge of mechanical systems and HVAC industry a plus

    •Strong Computer skills.
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