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Overview

COORDINATOR JOB SUMMARY:

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

**Pay: 28.00 - 32.00** The pay listed is the hourly range or the hourly rate for this position. A specific offer will vary based on applicant’s

experience, skills, abilities, geographic location, and alignment with market data.

**Benefit Information:** ABM offers a comprehensive benefits package. For information about ABM’s benefits, visit ABM Team Member Benefits | Front Line Team Members | (Programa de Beneficios de ABM) (https://wpe-media.abm.com/wp-content/uploads/AnnualBenefitFlyers/Recruiting%20Flyer%20-%20Frontline.pdf)

ESSENTIAL DUTIES AND RESPONSIBILITIES:

As a coordinator you will be responsible for supporting the operations team (“Incidental job duties may be included. Other essential and incidental job duties may be assigned.)

1. Support the performance of the branch operations, including planned and unplanned maintenance/service/installation/control calls from customers.

2. Support successful operations consistent with ABM policies, programs, procedures, systems, and guidelines.

3. Work closely with customers to answer and respond appropriately to service calls and emergency calls in accordance with Escalation Procedures.

4. Meticulous detail on follows up with customer’s requests and proactive communication with internal and external customers.

5. Enter maintenance equipment and tasking for all new agreements and revisions to existing agreements.

6. Maintain all service operation’s files and file documents accurately and maintain all agreement, service, and customer number logs.

7. Properly administer all start-up functions of new maintenance agreements including Setting up files, enter equipment for new maintenance agreements, create tech packet and equipment stickers

8. Properly administer all functions relating to administration of service quoted jobs.

9. Handle the daily incoming calls from customers and technicians as part of the field service automation and dispatch process – work order management.

10. Support use of technicians’ mobile field technology.

11. Maintain escalations and letters for customers on an annual basis.

12. Assist the sales consultants with proposals, reports, or various tasks as needed.

13. Support customer satisfaction initiatives and process.

14. Support business processes for scheduling and route optimization.

15. Support Training & Safety initiatives.

16. Do research in specific, defined areas as directed by assigned staff.

17. Provide support for any special projects as assigned by your manager. These special projects, at the determination of your manager, may or may not become part of this position’s primary responsibilities.

18. Works closely with dispatcher to schedule appropriate technicians to ensure the service calls and quoted jobs are staffed with the appropriate leadership, appropriately skilled technicians, and appropriate number of technicians.

19. Works closely with Service Managers and/or Project Manager to schedule major repairs and keep them informed of scheduling and coordination efforts.

20. Create and manage work orders in Alliance for quoted repairs, emergencies and preventative maintenance as needed.

21. Responsible for distributing customer assurance review and exception (CARE) information to designated manager.

22. Ensure technicians have all customer contact information and job specific scope information to complete work in timely fashion.

23. Follow-up daily to ensure appropriate entry of work performed by technicians and Subcontractors.

24. Complete Work Order Audit Process for All Completed Work Orders daily.

25. Support Service Managers with coordination of scheduling between Technician, Subcontractor and Customer Representative.

26. Assist Service Managers in securing documentation for inclusion in reporting and invoicing to customer.

27. If Dispatcher not available, make Work Order scheduling calls to technicians

28. Answer phones, complete timecards and Process Payroll etc.

29. Maintain inventory preparation and entry

30. Maintain boiler annuals – prepare permit paperwork / forms for the techs

31. Schedule and issue PO’s, set up new service and coordinate first visits for subs and/or vendors

32. Maintain current inventory & assist with new hires / changes

33. Assist with Onboarding and Offboarding as needed

34. Manage/coordinate vendors for office services, order office supplies and organize/maintain supply room and maintain business card ordering

35. Process and route agreements for cancellation

36. Assist techs with tool sign out or refrigerant tank sign out as needed

37. Vehicles – fleet management and reports

38. Maintain parts check in’s

39. Maintain and distribute office phone list

40. Track and schedule vehicle maintenance, repairs, signage, etc

41. Help locate, order, and track parts needed in the field

42. Various research, administrative, or operations tasks as needed

43. Vendor and sub-contractor file maintenance

44. Speak with vendors directly via phone/email and answer basic AP questions when needed

45. Follow-up on quotes issued the previous week if no response has been received

46. Order parts, track, and schedule repairs with customer approval

47. Order uniforms and other apparel as the seasons/needs change

48. Collaborate with Service Manager and Supervisors on repair proposals for HVAC/Mechanical equipment.

49. Communicate timeframes/ETAs with ABM staff, sub-contractors, and customers.

50. Knowledge of mechanical systems and HVAC industry a plus Strong Computer skills.

51. Maintain and process extra work forms. (field leads)

52. Maintain PM report, mileage report, payroll reports,

53. Immediately advise manager of customer complaints to expedite resolution to ensure and maintain long term relationships. Communicate resolution to customer.

54. Provide dispatching and / or provide dispatching support to Dispatcher.

55. Build and maintain rapport and positive working relationships with field, office personnel and customers to resolve problems, exploit opportunities and maximize profits.

56. Maintain understanding of mechanical systems to make appropriate decisions in scheduling all types of work (P.M., repairs, replacement, installs, controls etc.).

Qualifications:

1. Maintain professional demeanor and appearance.

2. Mechanical aptitude to ask questions and anticipate the next step in the process is critical.

3. Exceptional Customer Service skills.

4. Experience working with Alliance Systems a plus.

5. Strong Organizational skills and attention to detail.

6. Excellent Verbal and Written Communication skills.

7. Proven ability to multi-task.

8. Proven ability to work effectively in a team environment.

9. Microsoft Office (outlook, excel and word).

10. Ability to keep accurate records of activities performed.

11. Must be well organized, hard worker, great attitude, and a team player.

12. Ability to understand and carry out instructions quickly.

13. Ability to accurately take complete and accurate phone messages, motivate others, conduct research, and present a positive, professional image of self and Company in all conversations.

14. Ability to screen incoming calls to help manage the time of assigned staff.

15. Apply proper rules of spelling, grammar, and punctuation in all written and oral communications.

16. Immediately advise manager of customer complaints to expedite resolution to ensure and maintain long term relationships. Communicate resolution to customer.

17. Provide dispatching and / or provide dispatching support to Dispatcher.

18. Build and maintain rapport and positive working relationships with field and office personnel to resolve problems, exploit opportunities and maximize profits.

REQNUMBER: 139720

ABM is proud to be an Equal Opportunity Employer qualified applicants without regard race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran or any other protected factor under federal, state, or local law. ABM is committed to working with and providing reasonable accommodation to individuals with disabilities. If you have a disability and need assistance in completing the employment application, please call 888-328-8606. We will provide you with assistance and make a determination on your request for reasonable accommodation on a case-by-case basis.