Mechanical Operations Coordinator

$52,000 - $72,800/Yr

The Hill Group - Franklin Park, IL

Full-time

Franklin Park, IL

Professional, Scientific, and Technical Services

About the position

The Operations Coordinator at Hill Mechanical Services plays a crucial role in ensuring the smooth operation of the dispatch team, which is essential for delivering an exceptional customer experience. Reporting directly to the Operations Manager, the Operations Coordinator collaborates closely with the Dispatch team, Service team, and Operations Manager to oversee various operational tasks. The primary objective of this position is to manage dispatch operations effectively, ensuring that all communications, including emails and phone calls, are handled promptly, with a particular focus on prioritizing emergency calls. In this role, the Operations Coordinator is responsible for scheduling and coordinating technicians and plumbers for work assignments, ensuring that service requests are prioritized based on customer needs, and matching the appropriate service technician to each job. The Coordinator works in conjunction with the General Foreman to plan work efficiently, aiming to minimize downtime and enhance overall operational efficiency. Monitoring the status of work orders (WOs) is a critical aspect of the job, as is processing these orders to ensure successful billing and service execution. The Coordinator must ensure that Service Technicians return to open jobs for completion and manage preventive maintenance (PM) schedules based on customer confirmations. Additionally, the Operations Coordinator is tasked with reviewing and updating work orders using available reporting tools, providing weekly dispatch training, and attending various operational meetings, including SJO Job Coordination meetings and new PM Agreement On-Boardings. Familiarity with software such as XOI, RFS, and Vision is necessary, as the Coordinator may also provide training to Field or Service Coordinators as needed. This position requires a proactive approach to problem-solving and the ability to adapt to a fast-paced work environment while maintaining high accuracy and attention to detail.

Responsibilities

• Provide oversight and ensure successful dispatch operations.
• Ensure emails and phone calls are responded to in a timely manner, prioritizing emergency calls.
• Schedule and coordinate technicians and plumbers to work assignments.
• Prioritize service requests, determine needs of customers and match the appropriate service technician.
• Work with General Foreman to plan work properly, minimizing downtime and increasing efficiency.
• Properly monitor status of work orders (WOs).
• Process all WOs to ensure successful billing and service execution.
• Ensure Service Technicians are returning to open jobs for completion.
• Enter purchase orders (POs) and WOs into the system.
• Manage preventive maintenance (PMs) based on priority, scheduled as confirmed with the customer.
• Review and update work orders based on reporting tools available, including the Open/Held and parts report.
• Provide weekly dispatch training.
• Attend SJO Job Coordination meetings.
• Attend new PM Agreement On-Boardings.
• Attend Operation Meetings.
• Familiarity with XOI, RFS, Vision software and provide training as necessary to Field or Service Coordinators.
• Other duties as assigned.

Requirements

• High school diploma or general education degree required.
• HVAC, plumbing, or construction administration experience required.
• Excellent customer service skills required.
• Proficiency in all Microsoft Office Suite programs required.
• Experience with Cisco IP Phone System required.
• OSHA-10 training, or alternate safety council training preferred.
• 2+ years of commercial ERP experience preferred.

Nice-to-haves

• Ability to work efficiently and effectively under pressure.
• Adaptability.
• High accuracy and attention to detail in a fast-paced environment.
• Excellent interpersonal and customer service skills.
• Must be able to work independently with limited supervision.
• Dependable, organized, and self-motivated.