Operations Coordinator
Norton, MA
Full Time
Experienced
- Job Summary:
This role requires strong organizational, communication, multitasking, and problem-solving skills in a fast-paced home services environment.
- Reporting Relationships:
- Reports directly to the Service Manager.
- Works closely with the Service Technicians, Office Manager, and Sales Team.
- Duties and Responsibilities:
- Schedule and Coordinate technician assignments based on skill level, availability, and location using ServiceTitan, maintain balanced workloads among technicians.
- Optimize technician routes to minimize travel time and maximize productivity.
- Monitor technician locations, schedule performance, capacity, and workload.
- Identify opportunities to improve daily operational efficiency.
- Coordinate emergency service requests. Reschedule and communicate accordingly.
- Assist with planning future workload requirements.
- Serve as the primary communication point between office personnel and field technicians.
- Communicate job updates, schedule changes, material availability, and customer concerns.
- Ensure technicians have accurate work order information and customer history.
Inventory and Warehouse Coordination
- Monitor inventory levels and maintain accurate inventory records.
- Coordinate cycle counts and inventory audits.
- Track material usage and inventory discrepancies.
- Enforce technician truck inventory standards and replenish truck stock.
- Receive, inspect, and verify equipment and materials against purchase orders.
- Prepare and stage materials, equipment, and supplies for upcoming service and installation jobs.
- Coordinate availability of materials with technicians and project requirements.
Procurement & Vendor Management
- Support vendor relationship management.
- Assist with pricing agreements, rebates, and purchasing programs.
- Coordinate vendor documentation and account requirements.
- Monitor material availability, lead times, and supply issues.
- Coordinate alternative sourcing during shortages.
- Compare pricing, availability, and delivery options from approved vendors.
- Ensure timely purchasing to support operational requirements.
- Coordinate deliveries, returns, exchanges, and warranty material requests.
- Resolve purchasing and delivery discrepancies.
- Maintain vendor credit information and account records.
- Monitor vendor credit limits and account standing.
- Assist with customer financing and credit documentation when necessary.
Project Coordination (Support)
- Prepare and submit permit applications, track permit status and maintain records.
- Schedule inspections with local municipalities.
- Coordinate communication with inspectors and permitting departments.
- Maintain records of inspection approvals, deficiencies, and final signoffs.
- Requirements:
- Skills & Abilities:
Dispatch & Operations Skills
- Scheduling and logistics coordination.
- Route planning and workload balancing.
- Inventory control and material coordination.
- Purchasing and vendor management.
- Ability to make decisions in fast-changing situations.
Communication & Customer Service Skills
- Excellent verbal and written communication skills.
- Ability to communicate effectively with technicians, customers, vendors, and management.
- Professional conflict resolution and problem-solving abilities.
- Strong customer service orientation.
Technical Skills
- Microsoft Office Suite proficiency.
- Google Workspace proficiency.
- ServiceTitan experience preferred.
- Inventory management software experience preferred.
- Understanding of purchasing and procurement processes.
- Ability to learn HVAC, plumbing, and electrical terminology.
- Education & Experience:
- Associate’s degree in Business Administration, Operations Management, Supply Chain Management, or related field preferred.
- 3+ years of dispatch, operations coordination, inventory, purchasing, or customer service experience preferred.
- Home services, construction, or trade industry experience required.
- Experience with ServiceTitan, inventory systems, or purchasing systems preferred.
- Physical Requirements and Conditions:
- Combination of office and field work environment.
- Primarily office-based environment.
- Frequent phone and computer use.
- Occasional walking through warehouse and job staging areas.
- Occasional lifting of materials, tools, and equipment up to 50 pounds.
- Ability to manage fast-paced operational environments.
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