Service Resource Coordinator

Title: Service Resource Coordinator  

Department/Location: Service and Contracting Team, King of Prussia, PA

Reports to: Service Resource Coordinator Supervisor

Status: Non-Exempt  

Works with: Service Mechanics, Service Team Personnel, Customers, Vendors, and All Internal Staff.  

Job Summary: To provide excellent coordination of all scheduled and emergency service calls. Responsible for delivering positive, polished and professional interaction with customers, interoffice personnel and service mechanics at all times.   

Essential Duties and Responsibilities: 

• Coordinates and schedules all service work for maintenance, quoted work, time and material, warranty, start-ups, emergency calls, training, meetings, on-call and any other-directed activities. 
• Ensures that all calls are properly entered in the dispatch software system 
• Ensures all field schedules are updated and properly maintained. 
• Ensures proper information is obtained and entered for all service calls. 
• Ensures proper information is provided to the service mechanics to achieve proper execution, maximize utilization and deliver superior customer satisfaction. 
• Oversight for procurement of needed materials and supplies. 
• Maintain a positive attitude and communicate professionally for all customer inquiries including but not limited to customer complaints, re-directing service mechanics in a fast-paced changing environment. 
• Reviews documentation from service mechanics, vendors and customers to ensure proper filing, accounts payable, cost moves and billing are completed in a timely manner. 
• Reviews all tasking and open work orders to ensure timely and required work is performed. 
• Provide proactive follow up with customers, service mechanics and interoffice to ensue outstanding issues are resolved and all commitments and expectations are met or exceeded. 
• Works with service mechanics, mangers and /or supervisors to resolve issues / problems in the field and helps provide solutions to improve on-going procedures. 
• Provides timely and accurate billing of T&M and quoted work. 
• Prioritizes workload and request to ensure customer and employee satisfaction are delivered. 
• Approves and process payroll for Service Technicians. 
• Creating customer site files as needed. 
• Enters data in software system to ensure proper billing rate and markup information are accurate and up to date. 
• Other responsibilities as required.  

Must be vaccinated

Requirements: Bachelor degree preferred or 5 years of relevant experience. 2-3 years experience in dispatch coordination and customer service call handling in a fast paced, high volume environment in a related technical industry. HVAC industry experience a plus. Must be able to multi-task in high-stress situations. Must be able to communicate effectively in person, by phone and through written communication. Mature, credible and comfortable in dealing with customers and vendors. Must be proficient with use of the telephone and voice mail, the computer, and other office equipment. Must be skilled in use of MS Office, the Internet and e-mail. Must be able to commute reliably to office base. Able to work extended hours on occasions when required. 

 About Tozour Energy Systems 

Tozour Energy Systems is a full-service HVAC and building automation provider based in King of Prussia, PA, and is a franchise of Trane. The company provides customers with a diverse range of solutions including building automation, equipment services, energy conservation services, green building design, controls, parts, supplies and responsible technical support throughout Pennsylvania and New Jersey. Named one of the “Best Places to Work” by the Philadelphia Business Journal, Tozour Energy Systems is a member of the Delaware Valley Green Building Council. 

We offer medical, dental, vision, FSA, free life insurance, disability, matching 401k, tuition reimbursement, and more! We value work-life balance and offer services such as onsite dry-cleaning and 24/7 teledoc services. Our state-of-the-art building has a fitness center, healthy vending machine, free parking, and is very convenient to get to. Check us out at www.tozourenergy.com 

We are an Equal Opportunity Employer, Gender/Minority/Veterans/Disabled
We are an Equal Opportunity Employer, Gender/Minority/Veterans/Disabled. We are committed to a workplace environment that encourages growth and respect for all current and prospective employees based on job-related factors, such as their educational background, work experience, and ability to perform essential functions of a particular job. It is our policy to prohibit any form of discrimination or harassment based on gender, race, color, age, national origin or ancestry, religion, sex, sexual orientation, military status, disability, genetic information, or any other legally recognized protected basis under federal, state, or local law. Support and belief in this principle is a basic responsibility of all employees here at Tozour Energy Systems.