Description

Position Summary

The Service Operations Coordinator is responsible for coordinating daily service operations, including dispatching field technicians, managing ServiceTitan workflows, and overseeing day-to-day office activities that support efficient service delivery. This role serves as the central point of communication between the field, office, customers, and leadership to ensure schedules are optimized, jobs are properly documented, and operational standards are consistently followed.

This position requires strong organizational skills, operational judgment, customer service awareness, and a solid understanding of service management systems in a fast-paced trade environment.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

Dispatch & Scheduling Operations

• 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 volume

Office 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 management

Field & 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 requirements

Reporting & 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
• Maintain accurate service records for audit and compliance purposes

Requirements

Required Qualifications

• High school diploma or equivalent (Associate’s degree preferred)
• 3–5 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 experience

Skills & 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 teams

Physical & 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