Service Coordinator

About the Role

The Service Coordinator is responsible for ensuring daily service operations run efficiently by coordinating technician schedules, dispatching service calls, managing customer communications, and maintaining accurate service documentation. This position serves as the primary liaison between customers, field technicians, and service leadership to deliver exceptional customer service while supporting operational performance and team success.

What You'll Be Responsible For

• Receive and respond to customer service requests via phone, email, and online portals in a timely manner
• Schedule and dispatch technicians based on availability, skill set, customer priority, and geographic routing
• Maintain real-time service schedules and communicate schedule updates to technicians and customers
• Serve as the primary point of contact for customers throughout the service process
• Confirm appointments, provide service updates, and complete post-service follow-up communications
• Maintain accurate work orders, service tickets, technician notes, and customer records within the service management system
• Generate purchase orders, reconcile receipts, and assist with service-related administrative documentation
• Process daily payroll entries and prepare weekly payroll summaries
• Track key performance metrics including response times, technician utilization, preventive maintenance compliance, and customer satisfaction
• Support on-call dispatch operations and respond to urgent service requests as needed
• Collaborate with service managers, technicians, and internal departments to ensure efficient service delivery and continuous operational improvement

What You Need

• High school diploma or GED required; Associate's or Bachelor's degree preferred
• 2+ years of experience in service coordination, dispatching, scheduling, or customer service within construction, mechanical, HVAC, plumbing, or related service industries
• Strong understanding of scheduling, dispatching, workforce planning, and service operations
• Experience with dispatching software, CMMS/CRM platforms, QuickBooks, and Microsoft Office Suite
• Ability to prioritize multiple tasks while maintaining accuracy in a fast-paced environment
• Excellent communication, organizational, and customer service skills
• Ability to read work orders, service tickets, and basic scopes of work
• Working knowledge of HVAC, plumbing, or commercial construction service operations preferred
• Strong problem-solving skills with the ability to make decisions under pressure

Work Environment & Physical Requirements

• Office-based position with frequent interaction with field personnel and customers
• Fast-paced environment requiring the ability to manage multiple priorities and frequent interruptions
• Prolonged periods of sitting, computer work, and telephone communication
• Occasional flexibility required to support after-hours or emergency dispatch operations

What We Offer

• Competitive compensation
• PTO and paid holiday package
• Comprehensive benefits
• A collaborative, service-focused culture with strong teamwork and accountability
• Opportunities for professional growth and career advancement
• The authority and support to make decisions, improve processes, and help drive operational success

Join a growing team with a strong pipeline of work, a commitment to exceptional customer service, and opportunities to build a rewarding long-term career.

Crawford Mechanical Services, a Quantum Industrial company, is a leading mechanical and plumbing contractor, with operations across multiple states, specializing in large-scale commercial and industrial projects. Our team delivers innovative solutions for critical sectors, such as data centers, semiconductor manufacturing, biopharma, aviation, oil & gas, and more. We are known for our focus on cutting-edge fabrication technologies, our commitment to quality craftsmanship, our strong client relationships, and above all, our culture. “We build people” is not just a catchphrase. We are a group of innovators, creatives, and craftsmen, who push boundaries and challenge the status quo. Our culture is centered around empowering our employees to reach their full potential by providing them with opportunities for growth, development, and personal and professional advancement. “We build people” who build amazing things.