Overview
We are seeking a dedicated Service Coordinator/Engineer Coordinator for a family-owned air conditioning and refrigeration business. The successful candidate will manage service schedules, coordinate logistics, and facilitate seamless communication between clients, technicians, and suppliers. The role supports efficient service delivery and offers a competitive salary with work–life balance and personal development benefits.
The position is based at the Poulton Le Fylde offices, with Monday to Friday hours. You will coordinate dispatch and ongoing field operations for refrigeration and air-conditioning engineers on national contracts and reactive call-outs. From time to time you may visit sites for audit purposes.
In return for hard work and enthusiasm you receive a competitive salary and opportunities for personal development within a busy, dynamic team.
Duties
- Deliver the planned maintenance programme for national contracts to meet service level agreements while providing ad hoc engineers for breakdowns and call-outs.
- Dispatch engineers to reactive call-outs and escalate resourcing issues to management.
- Log records and ensure engineers document information in the field.
- Communicate charges to clients and obtain agreement to proceed; invoice for completed work and follow up on payments.
- Monitor performance and provide periodic data to management; manage client interfaces for variances to the programme due to absences.
- Order parts and materials for engineers; handle complaints and audit engineer performance.
- Organise and manage service appointments using management systems; coordinate logistics for shipping and receiving of parts and equipment.
- Maintain accurate data entry to track service activities and invoicing; liaise with clients, technicians, and suppliers via phone and email with professional etiquette.
- Analyse operational data to optimise scheduling efficiency, absence management, and client expectation management.
- Oversee the maintenance management system and workflows to ensure service standards are met; assist in performance monitoring to identify improvement opportunities.
- Provide support to engineers in inventory control and order processing.
The Person
- Proven experience with maintenance management and dispatch systems.
- Strong understanding of deploying engineers in the field and service coordination in the HVAC industry is desirable.
- Analytical skills to interpret data effectively; outstanding written and verbal communication with professional phone etiquette.
- High attention to detail in data entry; organized with the ability to prioritise tasks in a fast-paced setting.
- Previous experience in a service coordination or logistics role within air conditioning or refrigeration is desirable but not essential.
- Ability to work independently, be organised, and work well with others without alienating colleagues.
Mandatory Experience & Qualifications
- Minimum 3 years of experience in a service management role or similar.
- Full UK driving licence.
Mandatory Skillsets
- Communication, organisation, and leadership skills; concise and accurate with good listening.
- Interpersonal skills and calm handling of complaints.
- Steady, methodical, logical, and composed under pressure.
- Ability to quickly learn new IT systems and maximise their benefits.
- Understanding of the importance of workflows and data integrity.
- Customer-focused mindset.
- Ability to work independently.
Desirable
- Technical background in Commercial Refrigeration, Air Conditioning, and HVAC systems.
- Experience with service job management systems and field service engineer tablet use.
- Good educational record, including higher education.
Key Benefits
- Modern office environment with flexible working arrangements.
- Opportunity to influence tools and processes during a key development stage.
- Strong work–life balance with Monday–Friday work and company-contributed pension.
- Reputable employer with an established customer base and professional standards.
Additional Benefits
- Bereavement leave
- Company pension
- Employee discount
- Flexitime
- Free parking and on-site parking
- Sick pay
The opportunity to join a respected, family-run business with an established customer base and play a key role in its continued growth.
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