Job SummaryNew England Mechanical Services, Inc. is seeking a Service Coordination Manager to work on-site and provide leadership, oversight, and strategic direction for the company's centralized Service Coordination department supporting eight branch offices across New England and New York. This role is responsible for ensuring efficient scheduling, exceptional customer communication, workforce optimization, operational consistency, and continuous process improvement.
This in-person position is located in our South Windsor, CT headquarters office and requires a highly collaborative, motivational leader who is equally comfortable managing people, improving systems, analyzing data, and influencing cross-functional operational decisions. High energy, positivity and dedication are a must.
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Essential Duties & Responsibilities- Recruit, Lead, coach, develop, and evaluate the centralized Service Coordination team.
- Foster a culture of teamwork, professionalism, adaptability, and customer service.
- Provide oversight for all daily service coordination functions including:Technician scheduling, Customer communication, weekly technician time/attendance preparation and approvals, Work order management, customer purchase order verification, customer portal compliance, service completion follow-up
- Ensure work is assigned efficiently while balancing customer commitments, geography, technician skill sets, contract requirements, and location priorities.
- Develop, document, and maintain standardized operating procedures.
- Identify workflow inefficiencies, implement scalable solutions, and standardize best practices
- Build collaborative relationships at all levels of the organization while maintaining centralized operational consistency.
- Ensure exceptional customer service.
- Develop and monitor departmental KPIs.
- Monitor, improve and report department metrics such as technician utilization, drive time, response times, first-time fix support, open & aging work orders, call volume.
- Other related duties as required.
Qualifications- 5-7+ years of leadership experience in service operations, dispatch, field service, logistics, or similar operational environment
- Experience managing multi-location or centralized operations
- Strong knowledge of scheduling and workforce optimization
- Demonstrated success leading teams through organizational change
- Excellent analytical, organizational, and communication skills
- Experience developing operational processes and KPIs
- Strong conflict resolution and coaching abilities
- Proficiency with ERP, dispatch, scheduling, and Microsoft Office applications
- Commercial HVAC or mechanical service industry experience a plus
- Project management experience a plus
Physical DemandsThis position is in-person in an office working environment. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Able to sit for long periods of time, typing computer work for long periods of time.
Work EnvironmentNoise level moderately low, climate-controlled environment and stress level moderate to moderately high and business casual attire required.
