Service Operations Coordinator Kelly Air Systems
24 days ago
Cape Coral
Job DescriptionBenefits: • 401(k) matching, • Competitive salary, • Dental insurance, • Health insurance, • Opportunity for advancement, • Paid time off, • Training & development, • Schedule, dispatch, and monitor service technicians daily using ServiceTitan, • Optimize routes and job assignments based on technician skill level, location, urgency, and capacity, • Respond to same-day service changes, emergency calls, and schedule disruptions, • Communicate job details, customer notes, special instructions, and safety requirements to technicians, • Track technician status (en route, on site, completed, follow-up required)Service Management System Administration (ServiceTitan), • Maintain accurate job, customer, asset, and service agreement data, • Ensure technicians properly close jobs, enter notes, time, materials, and photos, • Review invoices, pricing, and job costing for accuracy prior to posting, • Manage service agreement workflows, renewals, and maintenance scheduling, • Support reporting related to KPIs such as response time, first-time fix rate, revenue per call, and call volumeOffice Operations Oversight, • Oversee daily front-office activities including call flow, customer communications, and administrative support, • Ensure phones, dispatch coverage, and office staffing are aligned with service demand, • Coordinate workflow between CSR, dispatch, service management, and accounting teams, • Support onboarding and system training for new office and field employees, • Maintain office organization, documentation, and standard operating procedures (SOPs)Customer Experience & Communication, • Serve as escalation point for customer service issues related to scheduling or service execution, • Communicate professionally with customers regarding arrival windows, delays, and follow-ups, • Ensure consistent application of service standards and customer communication protocols, • Support resolution of billing or service discrepancies in coordination with managementField & Operations Support, • Act as a liaison between field technicians and management, • Assist Service Manager with daily operational reporting and workload planning, • Monitor productivity, overtime trends, and capacity utilization, • Ensure compliance with company policies, safety procedures, and system requirementsReporting & Administrative Support, • Generate daily, weekly, and monthly operational reports from ServiceTitan, • Track KPIs related to dispatch efficiency, call completion, and revenue performance, • Assist with payroll data verification related to time entries and job codes, • High school diploma or equivalent (Associates degree preferred), • 35 years experience in service operations, dispatch, or office coordination in HVAC, plumbing, electrical, or MEP environments, • Hands-on experience with ServiceTitan, • Strong understanding of dispatching, service workflows, and technician utilization, • Proficiency in Microsoft Office (Excel, Outlook, Word)Preferred Qualifications, • Experience in a multi-location or Holdco environment, • Familiarity with service agreements, maintenance plans, and job costing, • Experience supporting payroll or timekeeping workflows, • Prior supervisory or lead dispatcher experienceSkills & Competencies, • Strong organizational and multitasking abilities, • Calm, professional communication under pressure, • Operational problem-solving and decision-making skills, • Customer-focused mindset with firm process enforcement, • Attention to detail and system accuracy, • Ability to work cross-functionally with field and office teamsPhysical & Work Environment Requirements, • Office-based role with extended periods of computer and phone use, • Ability to manage high call and dispatch volume in fast-paced environments, • Occasional after-hours availability for service escalations, as needed