Service Coordination Manager
New England Mechanical Services, Inc.
South Windsor, Connecticut
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JOB DETAILS
JOB TYPE
Full-time
SKILLS
Analysis Skills, Best Practices, Call Volume, Centralized Operations/Management, Coaching, Commercial Real Estate, Communication Skills, Conflict Resolution, Contract Requirements, Cross-Functional, Customer Support/Service, Data Analysis, Documentation Standards, Educational Technology, Geography, Healthcare, Kronos Workforce Scheduler, Leadership, Logistics, Maintenance - HVAC, Maintenance Services, Marketing, Metrics, On Site Support, Operations Planning, Operations Processes, Organizational Skills, People Management, Performance Metrics, Process Development, Process Improvement, Project/Program Management, Purchase Orders, Standard Operating Procedures (SOP), Strategic Planning, Systems Analysis, Team Lead/Manager, Team Player, Typing, Workflow Analysis
LOCATION
South Windsor, Connecticut
POSTED
7 days ago
We offer single-source facilities services solutions, including engineering, design, installation, repair, maintenance and operations for commercial real estate, financial, healthcare, technology, educational, and industrial facilities.
Job Summary:New England Mechanical Services, Inc. is seeking a Service Coordination Manager to work on-site and provide leadership, oversight, and strategic direction for the company’s centralized Service Coordination department supporting eight branch offices across New England and New York. This role is responsible for ensuring efficient scheduling, exceptional customer communication, workforce optimization, operational consistency, and continuous process improvement.
This in-person position is located in our South Windsor, CT headquarters office and requires a highly collaborative, motivational leader who is equally comfortable managing people, improving systems, analyzing data, and influencing cross-functional operational decisions. High energy, positivity and dedication are a must.
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Essential Duties & Responsibilities:- Recruit, Lead, coach, develop, and evaluate the centralized Service Coordination team.
- Foster a culture of teamwork, professionalism, adaptability, and customer service.
- Provide oversight for all daily service coordination functions including:Technician scheduling, Customer communication, weekly technician time/attendance preparation and approvals, Work order management, customer purchase order verification, customer portal compliance, service completion follow-up
- Ensure work is assigned efficiently while balancing customer commitments, geography, technician skill sets, contract requirements, and location priorities.
- Develop, document, and maintain standardized operating procedures.
- Identify workflow inefficiencies, implement scalable solutions, and standardize best practices
- Build collaborative relationships at all levels of the organization while maintaining centralized operational consistency.
- Ensure exceptional customer service.
- Develop and monitor departmental KPIs.
- Monitor, improve and report department metrics such as technician utilization, drive time, response times, first-time fix support, open & aging work orders, call volume.
- Other related duties as required.
- 5–7+ years of leadership experience in service operations, dispatch, field service, logistics, or similar operational environment
- Experience managing multi-location or centralized operations
- Strong knowledge of scheduling and workforce optimization
- Demonstrated success leading teams through organizational change
- Excellent analytical, organizational, and communication skills
- Experience developing operational processes and KPIs
- Strong conflict resolution and coaching abilities
- Proficiency with ERP, dispatch, scheduling, and Microsoft Office applications
- Commercial HVAC or mechanical service industry experience a plus
- Project management experience a plus
This position is in-person in an office working environment.Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Able to sit for long periods of time, typing computer work for long periods of time.
Work Environment:Noise level moderately low, climate-controlled environment and stress level moderate to moderately high and business casual attire required.
Equal Opportunity Employer: As a leading provider of mechanical and electrical construction, facilities services, and energy infrastructure, we offer employees a competitive salary and benefits package and we are always looking for individuals with the talent and skills required to contribute to our continued growth and success. Equal Opportunity Employer/Veterans/Disabled Affirmative Action Policy:Please review our Affirmative Action Policy.
Notice to Prospective Employees: Notice to prospective employees: There have been fraudulent postings and emails regarding job openings. EMCOR Group and its companies list open positions here. Please check our available positions to confirm that a post or email is genuine. EMCOR Group and its companies do not reach out to individuals to help with marketing or other similar services. If an individual is contacted for services outside of EMCOR’s normal application process – it is probably fraudulent.About the Company
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