HVAC/Hydronics Service Coordinator and Parts

I. Overview

The Service Coordinator oversees the Parts Desk, schedules technicians, manages parts inventory, and supports daily field service operations. They assist customers with service requests, ensure timely communication, and help keep service activities organized and running smoothly.

II. Core Responsibilities

Department: Service and Support

Reports To: VP of Inside Sales

Employment Type: Full-time, Salaried

Schedule: Monday–Friday, typically 8:00 AM – 5:00 PM with flexibility as needed. Some travel required.

General -

• Pleasant in answering the phone and greeting customers. Ability to field phone calls and direct calls to proper individuals, take messages, or assist as knowledge allows.
• Ability to communicate through Microsoft Office Programs such as Word, Excel, Outlook, etc.
• Ability to learn and use selection tools, both online and hard copy technical resources
• Timely; the ability to meet deadlines, prioritize and multi-task are required.

III. Essential Functions - Other

40% - Lead Service, Warehouse Operations and Warranty Claims

• Detail oriented, able to find data on websites or in technical documents and apply in everyday work.
• Collaborate with VHF and manufacturers to determine solutions for warranty issues.
• Maintain warehouse organization and parts inventory.
• Perform equipment startup, commissioning, and owner/operator training.
• Maintain schedule of start-up services and warranty work for Service Department.
• Provide technical support and oversight to Service Advisor/Technician.

35% - Pursue Sales Leads, Support Co-Workers and Customers

• Size & Select equipment using online selection software or technical hardcopy manuals.
• Must be able to analyze the differences of equipment to select appropriate product for application.
• Ability to sell against competitors using features as the basis (with integrity).
• Put together detailed quotes and pricing for equipment; negotiable pricing on both projects and close sales.
• Ability to read and understand bid documents (plans, specs and addendums) for projects/equipment of interest.
• Identify and take off equipment from plans and specifications, both digital and hardcopy.
• The ability to put together submittal packets, budgets, information requests, etc.

15% Field Support and Operations

• Perform equipment startup, commissioning, and owner/operator training.
• Execute preventive maintenance, repair, and warranty work to ensure proper operation of systems.
• Identify potential system improvements and recommend solutions to customers and internal teams.
• Troubleshoot and resolve complex mechanical, hydronic, and HVAC system issues in diverse field environments.
• Participate in special projects or additional duties as assigned to support VHF’s customer service mission.
• Assist coworkers, engineers and contractors in project design, project budgeting, research, sizing, selection, bids, etc...
• Ability to periodically travel to equipment/manufacturer training and job sites.
• A valid driver’s license and ability to get company vehicular insurance.
• Ability to work safely and independently; other duties as assigned.
• Willingness to troubleshoot and support others when something does not go as planned.
• Occasionally moving and lifting 10-50 lbs.

10% Administrative Tasks

• Answering the phone, project filing, marketing support, maintain and create substitution and submittal packets of information, quote follow-up, keeping detailed notes on communications with owners, contractors and engineers, data mining of past projects for lead generation, email communication, phone communication, etc.

III. Essential Functions - Other

• Assist coworkers, engineers and contractors in project design, project budgeting, research, sizing, selection, bids, etc...
• Ability to periodically travel to equipment/manufacturer training and job sites.
• A valid driver’s license and ability to get company vehicular insurance.
• Ability to work safely and independently; other duties as assigned.
• Willingness to troubleshoot and support others when something does not go as planned.
• Occasionally moving and lifting 10-50 lbs.