HVAC/Plumbing Service Operations Representative

Position Overview
The HVAC/Plumbing Service Operations Representative is responsible for coordinating and optimizing field service activities for HVAC and plumbing systems. This role ensures timely, high-quality service delivery by scheduling technicians, overseeing preventative maintenance programs, managing service agreements and contracts, supporting small projects, and monitoring service budgets and schedules. The ideal candidate has hands-on service operations experience, strong customer communication skills, and a working knowledge of mechanical systems and project coordination.

Key Responsibilities

• Serve as primary coordinator for service requests and dispatch HVAC and plumbing technicians to ensure prompt, efficient response and resolution.
• Manage daily technician schedules and routing to optimize workforce utilization and meet Service Level Agreements (SLAs).
• Administer preventative maintenance programs including scheduling, documentation, and follow-up to maximize system uptime and lifecycle value.
• Oversee service agreements, maintenance contracts, and work orders; ensure compliance with terms, proper documentation, and timely renewals.
• Monitor and report on service budgets, labor hours, and material costs; escalate variances and recommend corrective actions to control expenses.
• Coordinate with project managers and trades for small site projects and upgrades, supporting procurement, scheduling, and change order tracking.
• Maintain accurate records in the service management system (CMMS/ERP), including job notes, parts usage, timecards, and customer communications.
• Serve as customer liaison for service-related inquiries, providing status updates, clarifying scopes, and handling escalations with a customer-first approach.
• Ensure compliance with safety regulations, company policies, and industry standards during field operations.
• Support contract and vendor management activities including review of scopes, coordination of third-party contractors, and adherence to contractual obligations.
• Track inventory of common parts and supplies, initiate replenishment, and coordinate with warehouse or suppliers to minimize downtime.
• Prepare regular operational reports and KPIs for leadership, including response times, completion rates, preventative maintenance compliance, and budget performance.

Qualifications

• Required: Minimum 1 years of experience in service operations for HVAC and/or plumbing, with direct exposure to field service coordination and dispatch (must have HVAC and Service experience).
• Working knowledge of HVAC and plumbing systems, mechanical components, and preventative maintenance best practices.
• Experience with scheduling and service management tools (CMMS, field service management, or ERP systems) and proficiency with Microsoft Office (Excel, Word, Outlook).
• Strong organizational skills with the ability to manage multiple priorities, schedules, and service agreements simultaneously.
• Effective verbal and written communication skills for customer interaction, technician coordination, and cross-functional collaboration.
• Demonstrated ability to monitor and report on budgets, labor costs, and job profitability.
• Familiarity with contract terms, service agreements, scopes of work, and vendor coordination.
• Preferred/Nice-to-have: mechanical background or technical certification, experience in project management or supporting small projects, hands-on plumbing experience, experience managing preventative maintenance programs, familiarity with schedule optimization tools, and experience negotiating or administering contracts and service agreements.
• High school diploma or equivalent required; associate degree or technical certification in HVAC, plumbing, facilities management, or related field preferred.
• Valid drivers license and ability to travel to job sites as required.

Benefits

Vacation/PTO
 

Medical
 

Dental
 

Vision
 

401k
 

Bonus