Service Coordinator

**SERVICE COORDINATOR**
Startec Refrigeration Services Ltd. is a thriving privately owned company headquartered in Calgary that produces custom mission-critical compression and refrigeration systems for a variety of industries. Startec devotes its industry-leading expertise in refrigeration & compression technologies to solve its clients’ most technically challenging needs. We create reliable solutions for extreme operating conditions and provide exceptional service, which is a cornerstone of our business.
**SUMMARY**:
**BEHAVIORAL ASSESSMENT**:
**Purpose**:
The Service Coordinator is responsible for the scheduling of service mechanics and projects. This position acts as a single point of contact for service appointment scheduling, and to direct inquiries or technical support required for customers and field mechanics.

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Manager and Manager once removed (MOR)*
Operations Manager

**KRA’s (Key Result Areas)**

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Scheduling of Manpower
- Scheduling of WIP
- Coding & Approvals
- Coordination of Non-Billable time
- Coordination of Mechanic recommendations & follow-ups
- Coordination of Customer Complaints

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KRA #1*
**Scheduling of Manpower**
The Service Coordinator will schedule service jobs for the mechanics daily dispatching them to various job sites. This position will prioritize service calls and assign and delegate work to mechanics. As priorities change the Service Coordinator will ensure jobs are evenly distributed and mechanics are operating at optimal capacity. This position will also schedule future work including future projects and manpower requirements to assist with departmental planning. The position communicates the job scope and material requirements to mechanics and parts for all scheduled quoted work. Coordination of required sub-trades, tools, and materials to promote efficient execution of fieldwork at the time is required.

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The daily workload is evenly distributed to the Mechanics and completed within the timelines forecasted.
- Future work is uploaded weekly into the dispatch spreadsheet and manpower is allocated to assist with planning for the entire year.
- The dispatch sheets are attached to jobs and quotes so mechanics understand the job scope, materials, and parts required.
- Sub-trades, tools, and materials are arranged before the jobs execution date. The Coordinator will assign subs and equipment needed from the pre-approved vendor's list

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KRA #2*
**Scheduling of WIP**
Maintain and ensure work in progress and potential work is scheduled and completed promptly. The coordinator will work with other departments to loan or provide additional manpower when required.

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Work in progress is reviewed daily to ensure new projects are uploaded into the dispatch spreadsheet.
- Manpower is reviewed for future projects weekly and scheduling conflicts are brought to the attention of the Operations Manager, Construction Manager, and/or sales.

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KRA#3*
**Accuracy of coding and approvals**
Review and approve of mechanic timesheets and expenses. Review mechanic job sign off’s and ensure proper coding is used before invoices are processed for the customer. Specifically, SO#’s, if the work is complete, materials are recorded correctly, hours are reported on timecards, and equipment charge-outs. Review hazard assessments to ensure they are relevant and applicable to each job.

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Ensure proper paperwork is completed by mechanics. Checklists, overhaul reports. Review/Manage time on quoted jobs and confirm actual regular and OT hours. Ensure warranty paperwork is completed and materials have been returned to the shop.

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KRA #4*
**Coordination of Non-Billable time (Tasks & Activities)**
The Service Coordinator will coordinate the non-billable time by reviewing mechanic time sheets and distributing service jobs effectively. Monitor Mechanic's availability through GPS and communication to assign mechanics additional work or assignments to manage non-billable time effectively.

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Pre-Authorize non-billable time based on tasks approved by Startec management. This is tracked by utilization reporting and discussed weekly.

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KRA#5*
**Coordination of mechanic & customer recommendations & follow-ups**
Review recommendations on service orders and notify mechanics promptly. Review and discuss recommendations with customers daily. Follow up on outstanding customer requests by tracking concerns and contacting customers. Review the recommendations reported on the mechanic’s timesheets and forward them to sales to a quote.

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Track recommendations on a spreadsheet and assign sales if required.

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KRA#6*
**Coordination of customer complaints & Inquiries**
Prioritize customer requirements, respond to customer complaints and provide direct for resolutions. Assist with troubleshooting and recommendations. Maintain good relationships with customers. Track and ensure customer complaints and issues are addressed promptly

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Respond to all customer complaints within 24hrs.
- Respond to Mechanic within 1hr (dur