Description ARC Mechanical is adding a Service Coordinator to our team. The HVAC / Refrigeration Service Coordinator is responsible for supporting our field staff of over 100 technicians. This is an onsite position, based out of our office in Wilmington, MA. Key Responsibilities: • Assist in coordinating of parts and equipment to field staff. • Receive service requests via phone and e-mail. • Schedule and dispatch Service Operations Technicians to appropriate service appointments. • Accurately record service requests in our dispatch system and assess urgency. • Assign work orders to the appropriate service technician. • Continuously communicate with the customer through the work order life cycle. • Follow up on service requests that need additional work. • Keep service notes and schedule up to date. • Schedule Preventive Maintenance tasks. • Assure customer procedures are followed. • Functions as the primary interface between the customer, and internal expertise surrounding all service activities. • Maintains customer satisfaction by investigating concerns, implementing corrective action, and communicating with customers and assigned staff. • Champion service module of ERP and maximize efficiencies through interrogation and analysis of key data. • Manage work order life cycle from start of service event until completion, approve completed work to be billed. • Standard hours will be 7:00am-4:00pm. Requirements • A minimum of 3 years’ experience working with technicians and customers in a high performing services business, preferably in the HVAC/Refrigeration market. • Strong business acumen including a solid understanding of service contracts, an eye for detail and superior customer service skills. • Must be a proactive leader with a proven track record of dispatching and directing the efforts of field technicians in response to customer needs. • Possesses a high level of initiative coupled with the intuition to make sound decisions quickly. • Experience working in a technical environment (HVAC/industrial refrigeration) is strongly preferred. Benefits: • Eligible for healthcare benefits on Day 1 of employment: • Medical, dental, vision, and prescription drug coverage • Flexible Spending Account (FSA), Dependent Care Spending Account (DCSA) • Health Savings Account (HSA) • Company-paid Life Insurance; Supplemental Employee, Spouse, and Dependent Life • Accident Hospital Indemnity • Company-paid Short and Long-term Disability Insurance • Pet Insurance • Employer matched 401(k) saving plan (with Roth option) • Weekly paycheck • Generous paid holiday schedule (11 days per year) • Paid time off (vacation + sick time) • Learning & Development programs • Employee Referral Bonus Program • Tuition Reimbursement EOE – Disability/Veterans