Service Coordinator

Service Coordinator Randolph, MA Job Details Full-time $70,000 - $85,000 a year 1 day ago Qualifications Project team coordination Record keeping Phone communication Staff scheduling Mid-level Improving operational efficiency Dispatching Continuous improvement Task prioritization Decision making Escalation handling 2 years Communication skills Cross-functional communication Progress tracking (project management tasks)

Full Job Description Job Title:

Service Coordinator Location:

Randolph, MA Job Type:

Full-Time Job Summary:

The Service Coordinator is responsible for the day-to-day coordination and execution of service work, ensuring technicians are scheduled efficiently, customer needs are met, and work is completed in a timely and organized manner. This role serves as a central communication hub between technicians, customers, account managers, and operations. The Service Coordinator plays a critical role in driving responsiveness, maximizing technician productivity, and delivering a high-quality customer experience. This is a fast-paced, high-volume role that requires strong communication, a sense of urgency, and the ability to make real-time decisions in a dynamic environment. This position reports directly to the Service Operations Manager.

Key Responsibilities:

Scheduling & Dispatch Schedule and dispatch technicians for: Preventative Maintenance Demand service calls Small repair work Optimize technician routes and daily schedules to maximize efficiency and utilization Continuously adjust schedules in real time to respond to emergencies, shifting priorities, and field conditions Ensure proper technician skill alignment with each job Take full ownership of the daily schedule, ensuring all calls are assigned, executed, and completed efficiently Prioritize service calls based on urgency, customer impact, and contractual commitments Balance technician workload to avoid bottlenecks and maximize overall team productivity Work Order Management Create, update, and manage service work orders in BuildOps Ensure all work orders are complete and accurate prior to dispatch, including scope, customer details, and required documentation, to prevent delays or rework Monitor job progress and follow up to ensure timely completion Actively follow through on open work orders to ensure nothing falls through the cracks Close out work orders promptly and accurately Customer Communication Serve as the primary point of contact for service customers Respond to service requests and coordinate timely dispatch Provide updates on technician arrival, job status, and completion Handle customer issues professionally and escalate when needed Communicate clearly and confidently with customers, setting expectations on timing, scope, and next steps Maintain a professional, responsive, and solutions-oriented approach in all customer interactions Proactively communicate delays, changes, or issues before they become customer concerns Internal Coordination Coordinate daily with Service technicians Account Managers (SPG & PMA) Operations leadership Communicate scheduling priorities, job status, and constraints clearly Support coordination between service and project work when needed Escalate issues quickly when jobs are at risk of delay or customer expectations are not aligned Performance & Execution Support Support and contribute to key operational metrics, including: Technician utilization Response times On-time completion Identify scheduling gaps or inefficiencies and escalate proactively Maintain organized and accurate records within BuildOps Support continuous improvement by identifying recurring scheduling or process issues and proposing solutions Qualifications 2+ years of experience in a service coordination, dispatch, or operations role (HVAC, mechanical, plumbing, or similar preferred) Strong organizational and multitasking skills in a fast-paced environment Excellent communication skills (phone, email, and internal coordination) Ability to make decisions quickly and adjust priorities in real time Comfortable working with service management software (BuildOps experience a plus) Team-oriented with a strong sense of ownership and accountability Demonstrates a strong sense of urgency and a proactive, solutions-oriented mindset Comfortable operating in a fast-paced, sometimes high-pressure environment Self-motivated with a willingness to take initiative and go beyond basic job responsibilities What Success Looks Like in This Role Technicians are scheduled efficiently with minimal downtime Customers receive timely communication and quick response Work orders are accurate, complete, and up to date The service team operates smoothly, even during high-volume periods Issues are identified early and addressed proactively Why This Role Matters The Service Coordinator is critical to the success of the Service business. This role directly impacts customer satisfaction, technician productivity, and overall operational efficiency. A strong coordinator helps the entire team perform at a higher level.