Service Operations Coordinator

Position Overview

Are you a highly organized, proactive professional with strong scheduling, communication, and customer service skills? Helm is seeking a Service Operations Coordinator to support our Omaha HVAC and Plumbing Service Departments. This role serves as the operational hub between clients, field technicians, project teams, vendors, and leadership, helping schedule work efficiently, use resources effectively, and deliver an exceptional client experience.

Our Service division supports HVAC and Plumbing service operations by coordinating technician schedules, preventive maintenance, demand service, warranty work, project-related service activities, work orders, and client communication. The ideal candidate thrives in a fast-paced environment, enjoys solving scheduling and workforce challenges, and takes pride in helping teams perform at their best. This position is located in our Omaha, NE service office.

Key Responsibilities

• Manage the daily scheduling of HVAC and Plumbing technicians.
• Prioritize service requests based on client need, urgency, commitments, and technician availability.
• Coordinate preventive maintenance, demand service, warranty work, and project-related service activities.
• Monitor technician workloads, locations, and daily schedules to maximize efficiency.
• Maintain and update technician schedules within BuildOps and other service applications.
• Coordinate labor availability and manpower needs with service and project teams.
• Assist in developing and managing the technician on-call rotation schedule.
• Monitor workload backlogs and help ensure service requests are completed in a timely manner.
• Serve as the primary point of contact for incoming service requests.
• Communicate scheduling updates, service status, and follow-up information to clients.
• Respond promptly and professionally to client inquiries and concerns.
• Support client retention efforts through proactive communication and follow-up.
• Schedule and coordinate preventive maintenance agreement work.
• Create, update, and manage service work orders.
• Review open work orders and help drive timely completion.
• Coordinate project-generated service requests and supporting documentation.
• Maintain accurate service records and client information.
• Review completed work orders for completeness and accuracy.
• Use leadership guidance and operational reporting to coordinate PM programs, work order management, technician utilization, and service delivery.
• Identify opportunities to improve technician utilization, client response times, and service efficiency.
• Monitor ordered parts and materials, coordinating follow-up service once items are received and ready for installation.
• Serve as a central communication point between clients, technicians, vendors, and internal teams to facilitate efficient service delivery and resolution of open work.
• Promote job readiness by confirming parts, information, and resources are available before dispatch.

Requirements

• Excellent organizational and time management skills.
• Strong verbal, written, and interpersonal communication skills.
• Exceptional customer service skills.
• Friendly, upbeat, outgoing personality with a positive team-first attitude.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong attention to detail and problem-solving skills.
• Proficiency with Microsoft Office, including Outlook, Excel, Teams, and Word.
• Experience in HVAC, Plumbing, Mechanical Service, Construction, or Facilities Management. (Preferred)
• Experience scheduling field personnel or coordinating service operations. (Preferred)
• Familiarity with preventive maintenance programs and service workflows. (Preferred)
• Experience working with service management or dispatching software. (Preferred)
• Experience using BuildOps.(Highly preferred)
• Experience managing technician scheduling, workforce planning, and field service operations. (Highly preferred)

Salary & Benefits

Range: $40,000 – $60,000

Final determination of a successful candidate’s pay is based on job-related knowledge, skills, education, and experience. Helm provides a competitive compensation package that recognizes an individual’s experience and qualifications combined with a benefits package to meet your needs.

As a valued member of the Helm team, your benefits package will include:

• 401K plan with matching contributions
• Health, Vision, and Dental Insurance
• Paid Time Off
• Health Savings Account, Health Reimbursement Account and Flexible Spending Accounts
• Health Wellness Programs

Join Helm and become part of our supportive, family-like culture where hard work is recognized and rewarded. Your contributions will make a meaningful impact on our projects, ensuring every day you go home knowing you’ve played a vital role in our success. If you’re ready to embark on a fulfilling career journey, apply now to join our dedicated team at Helm.