MOBILE TECHNICIAN COORDINATOR

Job Title: Mobile Service Coordinator – Trailer Repairs & Transport Refrigeration

Position Overview
The Mobile Service Coordinator is responsible for scheduling, dispatching, and coordinating mobile technicians who perform on-site and roadside service for transport refrigeration units (TRUs/reefers) as well as general trailer repairs and maintenance. This includes work on refrigeration systems (e.g., Cargobull, Carrier Transicold, Thermo King) and trailer components such as brakes, suspension, lighting, air systems, body/structure, doors, liftgates, and related equipment. In a retail/customer-facing environment, the coordinator also serves as a primary point of contact for providing repair estimates, obtaining customer approvals, and managing the service experience from initial inquiry through completion. The role optimizes technician routes and ensures timely, high-quality service to minimize fleet downtime while supporting revenue through clear communication of pricing and options.

Key Responsibilities

• Answer inbound calls, emails, and messages; gather detailed information on refrigeration issues (fault codes, symptoms, unit location, load status) and trailer repair needs (brakes, lights, suspension, air leaks, structural damage, etc.); provide basic troubleshooting guidance when appropriate.
• Schedule and dispatch mobile service technicians efficiently, matching jobs to technician skills, location, availability, and priority (emergency breakdowns vs. scheduled PM or inspections).
• Optimize daily and weekly routes to maximize productivity while meeting customer ETAs and response-time commitments for both reefer and trailer work.
• Create, update, and close work orders in the service management/dispatch system; track job status in real time and follow up on open items for refrigeration units and trailer components.
• Prepare or obtain preliminary and formal repair estimates for refrigeration and trailer work; present options, pricing, and timelines to customers and secure authorization before work begins.
• Communicate estimated costs, recommendations, and any scope changes clearly; follow up to obtain approvals and manage customer expectations throughout the process.
• Coordinate parts and materials: check inventory, place orders, arrange deliveries to technicians or job sites, and track backorders for reefer components, trailer parts (brakes, lights, seals, etc.), and related supplies.
• Communicate proactively with customers regarding appointment times, delays, repair findings, and completion status for both refrigeration and trailer services.
• Collaborate with service managers, parts teams, and technicians to resolve issues, escalate complex problems, and ensure accurate documentation (including photos, notes, labor, and parts usage).
• Support preventive maintenance programs and DOT/FHWA inspections by scheduling recurring services based on unit hours, mileage, manufacturer guidelines, or customer contracts.
• Handle after-hours or on-call coordination as required (rotation-based) for emergency reefer failures or trailer breakdowns.
• Maintain accurate customer and equipment records; assist with invoicing preparation, warranty claims, and service reports covering both refrigeration and trailer repairs.
• Monitor technician productivity, non-productive time, and compliance with safety, environmental (e.g., refrigerant handling), and regulatory procedures.
• Provide excellent customer service and contribute to continuous improvement of dispatch and service processes.

Required Qualifications

• High school diploma or equivalent; additional technical or business training preferred.
• 1–3 years of experience in service coordination, dispatching, customer service, estimating, or administrative support in a field-service, HVAC/R, transportation, fleet, trailer repair, or mechanical/retail service environment.
• Strong organizational skills and ability to multitask in a fast-paced setting with competing priorities.
• Excellent verbal and written communication skills; professional phone manner and ability to explain technical issues, pricing, and repair options in clear, customer-friendly language.
• Proficiency with computers, Microsoft Office (Outlook, Excel), and field-service/dispatch software (experience with systems such as Excede, Karmak or similar is a plus).
• Valid driver’s license and clean driving record (occasional local travel or vehicle use may be required).
• Ability to work independently with minimal supervision while collaborating effectively with a team.
• Attention to detail and strong problem-solving skills.

Preferred Qualifications

• Prior experience with transport refrigeration (reefer), trailer service/repairs, heavy-duty truck/trailer maintenance, or commercial HVAC/R.
• Familiarity with major TRU brands (Cargobull, Carrier, Thermo King) and basic understanding of refrigeration systems, electrical diagnostics, diesel engines, and common trailer systems (brakes, air lines, suspension, lighting, bodywork).
• Experience preparing or presenting service estimates and securing customer approvals in a retail or customer-facing setting.
• Experience coordinating mobile or roadside service operations for fleets.
• Knowledge of EPA refrigerant regulations, DOT inspection requirements, or related compliance standards.
• Bilingual skills (e.g., English/Spanish) a plus in many markets.

Physical & Work Environment Requirements

• Primarily office-based with frequent phone and computer use.
• Ability to sit or stand for extended periods and occasionally lift up to 20–25 lbs (e.g., parts or supplies).
• May involve shift work, early starts, or rotating on-call coverage for after-hours emergencies.
• Fast-paced retail/service environment requiring calm, professional handling of urgent customer situations (e.g., temperature-sensitive loads or trailers out of service) and clear discussion of pricing.

What Success Looks Like

• High customer satisfaction scores and minimal complaints about scheduling, communication, or estimating.
• Efficient technician utilization and reduced response/repair times for both reefer and trailer work.
• Accurate, timely work-order, estimate, and parts tracking with low error rates and strong approval conversion.
• Strong teamwork and support for the mobile service fleet while contributing to revenue through effective customer interactions.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Work Location: In person

Salary : $37,219 - $51,719