Service Agreement Coordinator

POSITION OVERVIEW:

The Service Agreement Coordinator supports the Service Division by managing preventative maintenance agreements, coordinating service agreement work, assisting customers, supporting technicians, maintaining service records, and helping ensure timely billing and reporting. This role serves as a key point of coordination between customers, service technicians, management, finance, vendors, and internal team members to promote customer satisfaction, operational efficiency, and profitable contract performance.

RESPONSIBILITIES:

• Serve as a customer support contact for service agreement inquiries, scheduling questions, service concerns, and follow-up communication to promote a high level of customer satisfaction
• Maintain and monitor preventative maintenance service agreements, including agreement terms, service frequencies, upcoming service dates, renewal timelines, expiration dates, files, and related documentation
• Coordinate scheduling of preventative maintenance and service agreement work in collaboration with service management, dispatch, technicians, customers, and internal departments
• Prepare renewal proposals and service agreement quotations for review and approval by management
• Assist technicians with administrative support, customer information, agreement details, work order documentation, parts ordering, purchase order coordination, and technical or job-related information as needed
• Coordinate parts ordering, delivery timelines, and work order releases to ensure service agreement work can be scheduled and completed efficiently
• Maintain accurate customer records, agreement records, service files, work order information, and related service documentation
• Generate and provide reports to management regarding agreement status, preventative maintenance completion, service performance, order backlog, deferred revenue, renewal activity, and related service department metrics
• Collaborate with service and finance department personnel to support accurate billing, invoicing, payment processing, cost tracking, and agreement administration
• Ensure service agreement work is completed in accordance with agreement terms and company standards to support customer satisfaction, quality, and compliance
• Maintain an organized workspace and properly file documents, updates, and product or service information
• Work with management to meet company goals, department priorities, and service agreement deliverables

MINIMUM QUALIFICATIONS:

Education/Experience:

High School diploma or GED and two (2) years’ experience with service contract administration, maintenance administration, HVAC service coordination, dispatching, customer service, or related experience. Must possess strong verbal and written communication skills to effectively interact with customers, technicians, vendors, management, and internal team members. Must demonstrate strong organizational skills, attention to detail, customer service orientation, problem-solving ability, and proficiency with Microsoft Office applications and service-related software systems.

Preferred Qualifications

• HVACR, plumbing, mechanical service, or preventative maintenance agreement experience
• Basic understanding of HVAC systems, equipment, terminology, and service workflow
• Experience with dispatching software, CRM systems, work order systems, purchasing systems, or service management platforms
• Proficiency in Microsoft Word, Excel, and Outlook; Dynamics experience a plus
• Ability to multitask, prioritize schedules, and adapt to changing service needs in a fast-paced environment
• Ability to work as a team player and maintain positive relationships with customers, technicians, vendors, and internal departments