What are the responsibilities and job description for the HVAC Service Coordinator position at Buckley Associates, Inc?
Position Summary
This individual is highly organized and customer-focused Service Coordinator to manage and support the daily operations of our Service Department. This role is responsible for coordinating service technician schedules, startup and installation support, and ensuring customers receive timely, professional service. In addition, this individual will conduct outreach calls and follow-up for recalibration work and factory warranties. The Service Coordinator serves as the central communication hub between customers, technicians, and internal departments.
For over 56 years Buckley has been providing the Northeast with top quality HVAC equipment and product solutions from the most innovative equipment manufacturers in the industry. We focus on providing our clients with outstanding customer service from knowledgeable subject matter experts.
Buckley recognizes that our success can only be achieved through teamwork and to that effect we invest heavily in our employees’ personal growth and development. We believe that every member of the team is a contributor to our overall success as a company.
Buckley continues to be a privately owned family business run by the second generation of the Buckley family. While the business has grown over the years, we continue to stay true to our founder’s core values that continue to drive us forward.
It is an exciting time at Buckley as we grow…join us!
Key Responsibilities
Customer Support & Communication
- Manage incoming service calls and emails; assess customer needs and prioritize service requests
- Provide customers with service updates, estimated arrival times, and follow-up communication
- Coordinate warranty service and ensure proper documentation is collected
- Conduct post-service follow-up to confirm customer satisfaction and address outstanding issues
Service Sales
- Conduct proactive customer outreach for sales opportunities
- Schedule recalibrations
- Schedule timely factory warranty checks
Parts & Equipment Coordination
- Work with technicians to identify required parts for repairs, startups, and installations
- Order parts from vendors and track delivery timelines
- Coordinate parts staging to ensure technicians have necessary materials before dispatch
- Process warranty claims and vendor returns when applicable
- Manage Inventory on all products we stock
Service & Technician Coordination
- Schedule and dispatch service technicians for emergency repairs, routine service calls, equipment startups, and installation support
- Coordinate technician availability to meet customer deadlines and project requirements
- Communicate job details, site requirements, and parts needs to field personnel prior to dispatch
- Monitor daily schedules and adjust as needed to accommodate urgent requests or changes
Administrative & Documentation Support
- Maintain accurate service records within company systems (e.g., CRM or dispatch software)
- Generate and process work orders, purchase orders, and service documentation
- Assist with invoicing preparation and ensure job documentation is complete
- Track technician time entries and assist with reporting as needed
Required Skills & Qualifications
- 2 years of experience in customer service, dispatching, or administrative coordination in HVAC, sheet metal, mechanical contracting, or related trades
- Strong organizational skills with the ability to manage multiple priorities in a fast-paced service environment
- Proficiency in Microsoft Office (Word, Excel, Outlook) and service management or scheduling software
- Excellent verbal and written communication skills
- Ability to remain calm and solution-oriented when handling urgent service issues
Preferred Qualifications
- Experience coordinating HVAC service technicians, equipment startups, or installation crews
- Familiarity with mechanical equipment, parts ordering, or construction scheduling processes
Buckley Associates is an Equal Opportunity Employer offering a generous package of benefits including Medical, Dental, Vision and Life insurance, 401K with match, Profit Sharing and Paid Time Off. Apply today!