Commercial HVAC Service Coordinator

Carrier is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world-class, diverse workforce with business segments covering HVAC, refrigeration, and fire and security. We make modern life possible by delivering safer, smarter and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day. Join us and we can make a difference together.

About This Role

This position is for a Commercial HVAC Service Coordinator who is able to work independently with minimal supervision. The ideal candidate can solve problems in dispatching, scheduling, and assigning work assignments to field team for maximum optimization. Work with staff in gathering, verifying, and processing documentation, warranty documentation, and relies on moderate to extensive experience and judgment to plan and accomplish assigned tasks.

Key Responsibilities:

• The ideal candidate for this role will have the ability to leverage technology to enhance the communication and operational efficiency of the service branch.
• Schedule and dispatch technician daily work orders for repairs while ensuring the scope of work and time requirements are well communicated
• Manage prioritization of repairs while optimizing technician-assigned routes to align with job requirements
• Partner with Service Manager & Service Operations Lead to prepare bi-weekly technician schedule
• Assist with the management and recording of non-productive technician time
• Proactively distribute work orders for jobs daily 
• Adhere to scheduling guidelines and work order priority to load the schedule
• Assist with the management and recording of non-productive technician time
• Responsible for joining DMB meetings daily and being prepared to discuss progress on relevant KPIs and actions to improve underperforming KPIs.
• Responsible for proactively identifying actions, performing offline tasks assigned in DMBs, and escalating any blockers to ensure consistent improvement in KPI performance and field operations in general.
• Responsible for ensuring S&O guidelines & best practices are followed.
• Other duties as assigned

Required Qualifications:

• High School diploma or GED
• Must have a valid Driver’s License
• 5+ years of customer service experience
• 1+ years of experience scheduling workforce
• 1+ years of experience supporting customers via telephone and email  

Preferred Qualifications:

• Experience in the HVAC industry
• Experience with scheduling field service technicians
• Excellent verbal and written communication skills
• Strong organizational skills
• Excellent attention to detail and accuracy
• Experience with Microsoft Office
• Experience with Salesforce, SAP, or similar CRM

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