Operations Coordinator

The Hill Group - Franklin Park, IL

Full-time

Franklin Park, IL

Professional, Scientific, and Technical Services

About the position

The Operations Coordinator plays a crucial role in the successful operation of the dispatch team at Hill Mechanical Services. Reporting directly to the Operations Manager, this position requires close collaboration with the Dispatch team, Service team, and Operations Manager to ensure that customer needs are met efficiently and effectively. The primary objective of the Operations Coordinator is to oversee dispatch operations, ensuring that all communications, including emails and phone calls, are handled promptly, with a particular focus on prioritizing emergency calls. This role is essential in coordinating the scheduling of technicians and plumbers, ensuring that service requests are prioritized appropriately, and that the right technician is matched to each customer’s needs. In addition to managing dispatch operations, the Operations Coordinator is responsible for monitoring the status of work orders (WOs) and ensuring that all WOs are processed correctly for successful billing and service execution. This includes ensuring that Service Technicians return to open jobs for completion and entering purchase orders (POs) and work orders into the system. The Operations Coordinator will also manage preventive maintenance (PM) schedules based on customer confirmations and review and update work orders using available reporting tools. Training is a key component of this role, as the Operations Coordinator will provide weekly dispatch training and attend various operational meetings to stay aligned with company goals and practices. Familiarity with software such as XOI, RFS, and Vision is necessary, as the Operations Coordinator will provide training to Field or Service Coordinators as needed. The role may also involve other duties as assigned, making adaptability and a willingness to take on new challenges important traits for success in this position.

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 down time 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.