Service Coordinator

About NWFEM

Northwest Facilities & Equipment Maintenance (NWFEM) provides commercial equipment and facilities maintenance and repair for quick-serve restaurants and commercial businesses in the Portland, OR and Seattle, WA metropolitan areas. We approach this work through the lens of synergy. It’s how we create outcomes that are both more efficient and enjoyable – for our internal team as well as our clients. Our long-standing relationships with customers are a testament to this commitment.

The why behind everything we do is relationships. To us, this means we work with people we enjoy, carve out an energizing work experience, and support our community.

We are looking for individuals who love their career and craft. Artisans that are excited to learn new techniques and skills to hone their trade and who are excited to share their learning with others. These will be the people that push forward our goals to become a learning organization, with a certification system that allows us to certify each other in our specialty fields, elevating the overall capability of the company, and creating empathy through understanding each other's challenges.

Our values that guide us in realizing this purpose every day are:

• Be Open
• Embrace the Challenge
• Do What You Say
• Think Brand

Job Summary

As a Service Coordinator, your primary role is to ensure the efficient delivery of our Facilities Maintenance services by managing a team of internal technicians who complete work requests, coordinating technician schedules, and maintaining strong customer relationships. You'll oversee the entire service process, from request acceptance to completion, ensuring timely and accurate execution while meeting customer expectations. Your responsibilities encompass prioritizing requests, scheduling technicians, managing inventory, and fostering collaboration with internal teams. Your proactive approach to scheduling, clear communication, and attention to detail will contribute to the smooth operation and success of the service department. Additionally, you will be working closely with the Project Manager and Dept Manager on a daily basis to support the above listed tasks along with supporting any ongoing Projects. Incoming jobs will be sorted into Service Requests which the Service Coordinator will take ownership of, or sorted into Projects, which the Project Manager will take ownership of. There will be crossover at times. You will be the Project Manager’s go to support, and will cover them when they are out of office, and they will do the same for you. Both the PM and SC are in place to support an experienced Construction Department Manager to run our handyman/construction team.

Salary

• $60,000 - $80,000 DOE

Shift

• Monday - Friday, 8AM – 5PM (occasional evening meetings)

Basic Qualifications

• 5+ Years in a Managerial role in Facilities, Construction, Handyman or Service/trade Industry
• Able to assess facilities work orders with experience and direct/train employees on how to complete the work
• Highly organized
• Effective leader
• Excellent time management and able to accurately assess/manage priorities
• Deep understanding of building processes, facilities processes, and safety standards
• Possess a strong, clean driving record, be insurable
• Advance SYNERGY and our shared values daily
• Possess a thorough understanding of tools, safety equipment, and their proper uses
• Must pass a criminal background check
• Must have a valid Driver’s License and pass driver's background check

Personality Traits

• Lifelong learner
• Professional
• Reliable
• Self-sufficient
• Positive Attitude
• Excellent communication skills

Essential Duties and Responsibilities

• Accept/Reject new service requests
• Triage incoming requests into various priority levels
• Enter service requests from email into dispatch software
• Determine with Project Manager if a received job is considered a Service Request or a Project, and assign to appropriate team
• Create routes for Day Technicians by providing accurate notes and staged material
• Create routes for Night Technicians by providing accurate notes and staged material
• Proactively plan and organize the service schedule weeks in advance
• Review completed service requests
• Monitor backlog of maintenance and incomplete work, maintain records and information of all requests and dispatches
• Evaluating field technicians timecards for accuracy  
• Order materials as needed for jobs
• Create timely and accurate quotes for service calls that will go over NTE
• Coordinate with Project Manager for scheduling service calls so as not to conflict with project work if it requires our internal team
• Provide support to Department Manager as needed
• Provide support to Project Manager as needed and cover for them while they are out of office
• Manage compliance to Service Agreements with customers
• Helping ensure our warehouse is in 6s fashion at all times
• Help to ensure everyone is following  PPE 
• Have a clear understanding of customer contracts and expectations
• Track and continually maintain good SLA numbers with customers
• Utilize KPI’s to determine success of the day, week, and month 
• Continuously update customers on status of their requested work
• Review and close service repair orders including reviewing timecards each day to capture billable time, sending invoices, and service summaries to customers
• Work closely with customers to achieve strong relationships and high customers satisfaction
• Act as the primary point of contact for customers inquiring about our services
• Respond promptly and professionally to customer inquiries via phone, email, and online platforms.
• Work with Leadership to acquire new customers and help to grow our team
• Efficiently navigate through our software platforms: Quickbooks Online, QBT, Corrigo, Google 
• Routinely meet with internal technicians to align on standards and cultivate strong working relationships
• Manage department specific inventory
• Work closely with Dept Manager, Project Team, and Night Lead to meet weekly/monthly financial goals
• Be available to support field technicians as needed
• Cultivate good working relationships with the technicians
• High level of organization
• Clear and effective communication
• Additional duties as assigned
  

What We Offer

• Profit sharing program
• 401k with company match
• Medical plan with dental and vision
• Flexible PTO plan
• Company provided devices

Next Steps

Upon submission, you will receive an application confirmation email. Please make sure to add app.bamboohr.com to your trusted sender list or regularly check your junk folder to ensure that you receive all correspondence regarding your application.

Salary will be dependent upon experience and skills. NWFEM offers comprehensive medical and dental insurance coverage following 60 days (about 2 months) of employment. Employees are eligible to participate in the company’s 401k/retirement plan following 1 year of employment. NWFEM is an equal opportunity employer. We encourage diversity in our workforce. NWFEM provides equal employment opportunities to all applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. This job description is intended to describe the general nature and level of work performed by people assigned to this job description. The job description is not intended to be an exhaustive list of responsibilities, duties and skills required for this position.