ABM (NYSE: ABM) is a leading provider of facility solutions with revenues of approximately $6.4 billion and over 130,000 employees in 300+ offices deployed throughout the United States and various international locations. ABM’s comprehensive capabilities include electrical & lighting, energy solutions, facilities engineering, HVAC & mechanical, janitorial, landscape & turf, mission critical solutions and parking, provided through stand-alone or integrated solutions. Founded in 1909, ABM provides custom facility solutions in urban, suburban and rural areas to properties of all sizes — from schools and commercial buildings to hospitals, data centers, manufacturing plants and airports.

Job Title

SERVICE COORDINATOR

Education

High School or GED

Career Level

Experienced (Non-Manager)

Category

Accounting & Finance, Administration, Commercial, Customer Service, Operations, Project Management

Job Type/ FLSA Status

Hourly

Travel Required

None

Shift Type

N/A

Job Description

SUMMARY:
The HVAC Service Coordinator serves as the initial point of contact for our customers and service providers. Coordinates the preventive maintenance and service for customers.  Schedule technicians to conduct preventive maintenance, repairs and emergency services. Coordinates services of technicians and Subcontractors with customer representative and Lead Tech to meet contractual requirements and service requests.

ESSENTIAL DUTIES AND RESPONSIBILITIES (“Incidental job duties may be included but must be indicated.  Other essential and incidental job duties may be assigned.)
•    Coordinate with Lead Technicians and prepare maintenance schedules and service schedules when possible a week in advance.
•    Works closely with customers to answer and respond appropriately to service calls and emergency calls in accordance with Escalation Procedures.
•    Works closely with dispatcher to schedule appropriate technicians to insure the projects are staffed with the appropriate leadership, appropriately skilled technicians and appropriate number of technicians. 
•    Utilizes appropriate resources in support of both technical and operational needs.
•    Works closely with Service Managers and/or Contract Manager to schedule the first 45 day inspection and preventive maintenance, major repairs, and keep them informed of scheduling and coordination efforts.
•    Coordinates with Project Managers to schedule additional technicians for installations, equipment start up and warranty services.
•    Create and manage work orders in CMMS system.

•    Responsible for distributing customer assurance review and exception (CARE) information to general manager.
•    Ensure technicians have all customer contact information and job specific scope information to complete work in timely fashion.
•    Follow-up daily to ensure appropriate entry of work performed by technicians and Subcontractors.   
•    Complete Work Order Audit Process for All Completed Work Orders daily.
•    Support Service Managers with coordination of scheduling between Technician, Subcontractor and Customer Representative.
•    Assist Service Managers in securing documentation for inclusion in reporting and invoicing to customer.

Minimum Requirements

EXPERIENCE AND/OR EDUCATION (Include necessary licenses and specialized training.)
•    High School Diploma or equivalent and prior experience in Call Center environment, preferred.
•    Exceptional Customer Service skills.
•    Experience working with CMMS Systems a plus.
•    Strong Organizational skills and attention to detail.
•    Excellent Verbal and Written Communication skills.
•    Proven ability to Multi-Task.
•    Proven ability to work effectively in a team environment.
•    Knowledge of mechanical systems and HVAC industry.
•    Strong Computer skills.