Job Title: Service Coordinator
Department: Service
Location: Warrington (Office Based)
Reporting To: Senior Service Coordinator
 

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Role Summary

The Service Coordinator is responsible for coordinating reactive and planned service activities, ensuring engineers are scheduled efficiently, customer requests are managed professionally, and all service administration is completed accurately. The role is responsible for the day-to-day coordination of a designated team of engineers, ensuring work is planned effectively, customer communication is maintained, and service delivery runs smoothly. Working closely with the Senior Service Coordinator, the Service Coordinator will maintain accurate records within company systems, liaise with customers, engineers and suppliers, and ensure all service information is managed efficiently to support the successful delivery of service operations.
 

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Key Responsibilities
 

• Act as a point of contact for customer service requests and reactive callouts.
• Schedule service engineers based on availability, skillset and location.
• Assist in scheduling PPM visits
• Raise job sheets, RAMS and all required documentation.
• Monitor allocated jobs and update customers on progress where required.
• Chase engineers for paperwork and ensure completed documentation is received promptly.
• Order parts, liaise with suppliers and monitor delivery dates.
• Notify customers of parts ETAs and arrange return visits where required.
• Maintain accurate job records and notes within JobLogic.
• Ensure customer communication is professional and timely throughout each job.
• Assist with preparing completed job packs for invoicing.
• Escalate operational issues to the Senior Service Coordinator when required.
• Follow company processes and procedures to ensure service delivery standards are maintained.

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Performance Metrics & Indicators

• Service calls are scheduled efficiently and within agreed response times.
• PPM visits are planned and completed within contractual timescales.
• Customers receive timely updates throughout the lifecycle of their jobs.
• JobLogic records remain accurate and up to date.
• Engineer paperwork is received promptly after job completion.
• Parts are ordered quickly and return visits booked without unnecessary delays.
• Administrative tasks are completed accurately with minimal errors.
• Positive feedback received from customers and engineers.

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Required Skills & Qualifications
Education & Experience

• Previous experience within a service coordination, scheduling or administration role.
• Experience within HVAC, Facilities Management, Construction or Engineering is desirable.
• Experience using JobLogic, SimPRO or similar service management software is advantageous.
• Understanding of service scheduling and customer service processes.

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Technical Skills

• Competent using Microsoft Office, particularly Excel and Outlook.
• Experience using service management systems.
• Good administrative and document management skills.
• High level of accuracy and attention to detail.

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Soft Skills

• Excellent organisational skills.
• Strong communication skills, both written and verbal.
• Ability to prioritise workload in a fast-paced environment.
• Professional telephone manner.
• Good problem-solving skills.
• Team player with a positive attitude.
• Ability to remain calm under pressure.
• Customer-focused approach.

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Preferred Skills & Qualifications

• Knowledge of HVAC or Mechanical & Electrical service environments.
• Understanding of RAMS, permits and health & safety documentation.
• Experience coordinating field-based engineers.
• Awareness of procurement processes and supplier management.

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Development Plan
Phase 1 – Onboarding & Foundation (0–3 Months)
Area 1 – Learn Service Operations

• Understand reactive callout procedures.
• Learn engineer scheduling processes.
• Understand customer communication standards.
• Become familiar with PPM scheduling.

Area 2 – Systems & Administration

• Learn JobLogic functionality.
• Raise job sheets and service documentation.
• Process parts orders.
• Monitor job progress.
• Update customer records accurately.

Deliverables

• Confidently coordinate allocated jobs.
• Demonstrate competence using JobLogic.
• Build effective working relationships with engineers and customers.
• Complete administrative tasks accurately.

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Phase 2 – Building Confidence (3–6 Months)

Area 1 – Customer Service

• Manage customer updates independently.
• Improve communication with engineers and suppliers.
• Develop confidence handling customer queries.

Area 2 – Operational Effectiveness

• Improve scheduling efficiency.
• Identify delays and assist in resolving them.
• Manage parts ordering and engineer re-attendance planning.

Deliverables

• Independently manage allocated workload.
• Deliver accurate customer communication.
• Demonstrate effective prioritisation.
• Reduce paperwork and scheduling delays.

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Phase 3 – Becoming Fully Competent (6–12 Months)
Area 1 – Operational Excellence

• Consistently coordinate engineers efficiently.
• Maintain accurate service records.
• Build strong customer relationships.
• Manage multiple priorities effectively.

Area 2 – Continuous Improvement

• Suggest improvements to service processes.
• Increase efficiency through good planning and organisation.
• Support wider service team objectives.

Deliverables

• Consistently achieve service KPIs.
• Demonstrate excellent organisational skills.
• Deliver high levels of customer satisfaction.
• Become fully competent in all aspects of service coordination.

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Mentorship & Support

• Day-to-day support from the Senior Service Coordinator.
• Training on JobLogic, company systems and procedures.
• Clear processes to follow