Service Coordinator

The Hiller Companies is seeking a Service Coordinator.

About the Role

This is a critical support role to the Service Manager and Service Technicians, ensuring strong planning and coordination for all service inspection and repair activity. The Service Coordinator acts as the liaison between customers and other Hiller team members to coordinate schedules, materials, and ensure proper documentation of work. This position is responsible for dispatching personnel, communicating with clients, and providing guidance to field service technicians.

Key Responsibilities

• Coordinate and manage daily schedules and planning for field service technicians performing Inspections, Maintenance, Testing, and Repair of Fire and Life Safety Systems.
• Communicate and resolve issues with customers and personnel regarding inspection work scheduling.
• Monitor technician activity and schedules, ensuring customer commitments are met and communicating status changes regarding arrival times.
• Alert management to potential problems from customer or field complaints and work to resolve them.
• Review completed jobs, verify inventory of service technicians, and allocate cost materials to jobs during the closure process.
• Maintain and process inspection documentation as required during job completion.
• Track and address jobs reopened due to missing information.
• Stay updated on work progress, customer relations, field personnel relations, material administration, and other matters affecting service operations.
• Measure branch activity and compliance with program initiatives, identify areas for improvement, and develop/implement action plans with management.
• Communicate to sales teams when a quote is needed, identified during an inspection.
• Serve as the point of contact for all 3rd party portals (e.g., IROL).
• Ensure work order extensions are requested in customer portals as required.
• Plan optimal routes for scheduling to ensure efficiency and reduce travel time, cost, and distance.
• Identify customers for whom not all service lines are currently being performed and communicate these opportunities to the sales team.
• Complete special projects as required.
• Develop positive and ongoing relationships with customers and team members.
• Other duties as assigned.