Service Coordinator

About the Role

The Hiller Companies is seeking a Service Coordinator to provide critical support to the Service Manager and Service Technicians, ensuring strong planning and coordination for all service inspection and repair activity. This role acts as a liaison between customers and other Hiller team members to coordinate schedules, materials, and ensure the proper documentation of work.

Key Responsibilities

• Responsible for direct coordination and management of daily schedules and planning of field service technicians, performing services of Inspections, Maintenance, Testing and Repair of Fire and Life Safety Systems.
• Communicate and resolve issues with customers and personnel regarding the scheduling of inspection work.
• Monitor technician activity and schedules ensuring that customer commitments are met, clearly communicate status changes back to the customer regarding early or late anticipated arrivals.
• Alert management of potential problems resulting from customer or field complaints and work to resolve.
• Review all completed jobs and verifying inventory of service technicians and cost materials to jobs appropriately during the job closure process.
• Maintain and process inspection documentation as required during the job completion process.
• Track and address all jobs that are reopened due to missing information.
• Stay up to date 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 that require improvement, and develop and implement action plans with branch/regional management.
• Communicate to the sales teams when a quote is needed that was 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.
• Provides optimal route planning when scheduling to ensure efficiency, reduce travel time, cost, and distance.
• Identify customers where we are not currently performing on all service lines and communicating with sales team the opportunities for additional service line sales.
• Complete special projects as required.
• Develop positive and ongoing relationships with customers and team members.
• Other duties as assigned.

Requirements & Tech Stack

• Fire protection and safety passion
• Coordination skills
• Scheduling abilities
• Customer communication
• Documentation management
• Route planning
• Sales team communication
• Familiarity with 3rd party portals (e.g., IROL)
• Experience with inventory verification
• Understanding of material costing
• Ability to identify opportunities for additional service line sales