Operations Coordinator

1. Job Summary:

The Operations Coordinator ensures technicians have the proper schedules, materials, equipment, and information necessary to deliver exceptional customer service and maintain operational efficiency. This role is responsible for coordinating the day-to-day administrative and logistical functions of Burke Plumbing & Heating. This position supports field operations by managing dispatching, technician scheduling, inventory control, procurement activities, fleet readiness, and project coordination to ensure efficient service delivery and operational continuity.
This role requires strong organizational, communication, multitasking, and problem-solving skills in a fast-paced home services environment.

2. Reporting Relationships:

• Reports directly to the Service Manager.
• Works closely with the Service Technicians, Office Manager, and Sales Team.

 

3. Duties and Responsibilities:

Dispatching & Scheduling

• Schedule and Coordinate technician assignments based on skill level, availability, and location using ServiceTitan, maintain balanced workloads among technicians.
• Optimize technician routes to minimize travel time and maximize productivity.
• Monitor technician locations, schedule performance, capacity, and workload.
• Identify opportunities to improve daily operational efficiency.
• Coordinate emergency service requests. Reschedule and communicate accordingly.
• Assist with planning future workload requirements.
• Serve as the primary communication point between office personnel and field technicians.
• Communicate job updates, schedule changes, material availability, and customer concerns.
• Ensure technicians have accurate work order information and customer history.

Inventory and Warehouse Coordination

• Monitor inventory levels and maintain accurate inventory records.
• Coordinate cycle counts and inventory audits.
• Track material usage and inventory discrepancies.
• Enforce technician truck inventory standards and replenish truck stock.
• Receive, inspect, and verify equipment and materials against purchase orders.
• Prepare and stage materials, equipment, and supplies for upcoming service and installation jobs.
• Coordinate availability of materials with technicians and project requirements.

Procurement & Vendor Management

• Support vendor relationship management.
• Assist with pricing agreements, rebates, and purchasing programs.
• Coordinate vendor documentation and account requirements.
• Monitor material availability, lead times, and supply issues.
• Coordinate alternative sourcing during shortages.
• Compare pricing, availability, and delivery options from approved vendors.
• Ensure timely purchasing to support operational requirements.
• Coordinate deliveries, returns, exchanges, and warranty material requests.
• Resolve purchasing and delivery discrepancies.
• Maintain vendor credit information and account records.
• Monitor vendor credit limits and account standing.
• Assist with customer financing and credit documentation when necessary.

Project Coordination (Support)

• Prepare and submit permit applications, track permit status and maintain records.
• Schedule inspections with local municipalities.
• Coordinate communication with inspectors and permitting departments.
• Maintain records of inspection approvals, deficiencies, and final signoffs.

 

4. Requirements:

1. Skills & Abilities:

Dispatch & Operations Skills

• Scheduling and logistics coordination.
• Route planning and workload balancing.
• Inventory control and material coordination.
• Purchasing and vendor management.
• Ability to make decisions in fast-changing situations.

Communication & Customer Service Skills

• Excellent verbal and written communication skills.
• Ability to communicate effectively with technicians, customers, vendors, and management.
• Professional conflict resolution and problem-solving abilities.
• Strong customer service orientation.

Technical Skills

• Microsoft Office Suite proficiency.
• Google Workspace proficiency.
• ServiceTitan experience preferred.
• Inventory management software experience preferred.
• Understanding of purchasing and procurement processes.
• Ability to learn HVAC, plumbing, and electrical terminology.

 

2. Education & Experience:

• Associate’s degree in Business Administration, Operations Management, Supply Chain Management, or related field preferred.
• 3+ years of dispatch, operations coordination, inventory, purchasing, or customer service experience preferred.
• Home services, construction, or trade industry experience required.
• Experience with ServiceTitan, inventory systems, or purchasing systems preferred.

 

3. Physical Requirements and Conditions:

• Combination of office and field work environment.
• Primarily office-based environment.
• Frequent phone and computer use.
• Occasional walking through warehouse and job staging areas.
• Occasional lifting of materials, tools, and equipment up to 50 pounds.
• Ability to manage fast-paced operational environments.