Service Coordinator

Filter Services, Inc believes that by helping maintain our customer’s filtration systems, we help them protect their most valuable assets: their people, their equipment, and their products. Our filter change-out services provide optimal air quality and return precious time back to our customers that allows them to focus on other important tasks within their facilities.

Filter Services Inc., (FSI) is a leading Master Distributor of filtration-related products, catering to diverse industries. FSI changes over 2200 filters daily at more than 4000 accounts, serving large and small industrial facilities, commercial establishments, contractors, chain accounts, hospitals, and public buildings. FSI prides itself on a distinctive market position, prioritizing individuals with outstanding communication skills and valuing personal growth for superior performance. FSI is rapidly growing and expanded into the Minneapolis, Indianapolis and St. Louis metro areas under the subsidiary, Mission Filtration.

Top performers at FSI-M demonstrate integrity, teamwork, a passion for a remarkable customer experience, and an unwavering commitment to continuous improvement.

Service Coordinator Job Description

The Service Coordinator is tasked with creating a remarkable customer experience by providing administrative and logistical support to Filter Services Inc/Mission Filtration Service team. The position is responsible for the efficient execution of the service schedule, maintaining service information and schedules in the CRM software, and managing all related documentation. The position will set, maintain and reschedule service dates in coordination with the service team. This role involves on-call support with technicians and customers, resolution and escalation of service schedule issues, managing service ticket routing, and assisting with special service-related projects.

Responsibilities

• Manage the service schedule for the entire service department. This includes the filter change out team and the seasonal coil cleaning team.
• Provide on-call support for all field technicians to address immediate concerns and service issues, which can include pulling equipment lists, on-site client contacts, identifying units, etc.
• Update service tickets daily with filter quantities and FPF to accurately execute service demands and ensure customer satisfaction. Review any changes and adjust pricing as necessary, assigning the case to the dedicated account manager. Ensure all updates are completed by the weekly deadline on Thursday mornings by 9:30 am.
• Sort weekly service tickets to ensure proper tracking and follow-up.
• Track and revise survey (customer equipment list) forms to maintain accurate records and facilitate efficient service execution via google calendar. Service Coordinator will create a meeting invite with the attached form on the date/time/location/onsite contact/ customer at the expected time of service for the service technician’s route.
• Respond to all customer inquiries within 4 hours, escalating issues as necessary. Ensure transparency and maintain customer relations by sending copies of completed service tickets to requesting customers within 24 hours of service completion.
• Assist the Account Management (AM) and Service Manager with service issues and concerns to ensure smooth operations (escalation, backup, invoice identification, etc.).
• Scan surveys and sensitive documents for secure storage and easy retrieval. Maintain NetSuite with pending fulfillment work orders by creating events and cases relating to the current status of work order.
• Assist the Service Manager with special projects as needed.

Qualifications

• Associate’s Degree or Higher with additional education or training in HVAC preventative maintenance, or a related field is a plus.
• Previous experience in a similar administrative or support role, preferably in the HVAC or industrial distribution industry.
• Strong organizational skills and attention to detail.
• Proficiency in Microsoft Excel and other office software.
• Proficiency in ERP software, NetSuite is preferred
• Excellent communication and interpersonal skills.
• Ability to handle multiple tasks and prioritize effectively.
• Flexibility to be on-call and respond to urgent service needs.
• Bilingual Spanish is a plus
• Hours - 6:00 AM - 3:00 PM