Service Operations Coordinator Kelly Air Systems

Service Operations CoordinatorThe 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 ResponsibilitiesSchedule, dispatch, and monitor service technicians daily using ServiceTitanOptimize routes and job assignments based on technician skill level, location, urgency, and capacityRespond to same-day service changes, emergency calls, and schedule disruptionsCommunicate job details, customer notes, special instructions, and safety requirements to techniciansTrack technician status (en route, on site, completed, follow-up required)Maintain accurate job, customer, asset, and service agreement dataEnsure technicians properly close jobs, enter notes, time, materials, and photosReview invoices, pricing, and job costing for accuracy prior to postingManage service agreement workflows, renewals, and maintenance schedulingSupport reporting related to KPIs such as response time, first-time fix rate, revenue per call, and call volumeOversee daily front-office activities including call flow, customer communications, and administrative supportEnsure phones, dispatch coverage, and office staffing are aligned with service demandCoordinate workflow between CSR, dispatch, service management, and accounting teamsSupport onboarding and system training for new office and field employeesMaintain office organization, documentation, and standard operating procedures (SOPs)Serve as escalation point for customer service issues related to scheduling or service executionCommunicate professionally with customers regarding arrival windows, delays, and follow-upsEnsure consistent application of service standards and customer communication protocolsSupport resolution of billing or service discrepancies in coordination with managementAct as a liaison between field technicians and managementAssist Service Manager with daily operational reporting and workload planningMonitor productivity, overtime trends, and capacity utilizationEnsure compliance with company policies, safety procedures, and system requirementsGenerate daily, weekly, and monthly operational reports from ServiceTitanTrack KPIs related to dispatch efficiency, call completion, and revenue performanceAssist with payroll data verification related to time entries and job codesMaintain accurate service records for audit and compliance purposesRequirementsHigh school diploma or equivalent (Associate's degree preferred)35 years' experience in service operations, dispatch, or office coordination in HVAC, plumbing, electrical, or MEP environmentsHands-on experience with ServiceTitanStrong understanding of dispatching, service workflows, and technician utilizationProficiency in Microsoft Office (Excel, Outlook, Word)Compensation$18.00 - $23.00 per hour