Resource Coordinator - Dispatcher - HVAC

The Hunton Group Houston, TX
The Resource Coordinator functions within the Service Fulfillment Team as resource loading of labor and materials, dispatcher and billing specialist and is the process owner of each individual contract or series of contracts in assigned territory. Responsible to schedule, assign, and dispatch Field Service Technicians to meet customer service requirements, tracking and documenting work, and fulfillment issues. Once the work is completed and customers are satisfied, Resource Coordinator is responsible for accurate invoicing of all work in assigned territory. Works closely with Area Service Manager to forecast labor and resources to fulfill customer expectations and predict and level load technician capacity imbalances. Proficiency in the use of our automated Service System Wennsoft is a critical enabling tool that Resource Coordinators must master. Communication with the entire Hunton Service organization as a voice of the customer is a high priority, providing critical customer satisfaction feedback.


* Receive calls from customer and requests from Existing Building & New Systems Sales Engineers & Assistants, produce call slips with clear scope of service to be performed and/or details of the problems.

* Route contractor or owner in-warranty requests for service for authorization, as appropriate to the type of warranty.

* Review Request for Service forms/emails from New Equipment Sales for completeness & accuracy, verify equipment warranty status, review site & equipment information & start rates, produce call slips as required to properly manage Trane warranty calls.

* Review Service Job Estimates to plan for accomplishing projects, staffing and equipment requirements, and allotment of available resources for various phases of projects or start-ups, coordinates same with Service Project Manager and/or Field Service Supervisor or Technician.

* Route copies of work orders via scanned image & Outlook e-mail as appropriate for authorizations, work recommendations & follow-up.

* Keeps Field Service Project Managers informed of status for needed parts.

* Issue and track to completion all purchase orders.

* File all warranty claims in assigned territories.

* Responsible for creation and completion of all service tickets to invoice completion.

* Responsible to accurately enter data to ensure correct invoicing to customers.

* Flexibility to work overtime/weekends, as required.

* Responsible for entering purchase orders and receipt purchase orders.

* Process service claims - concessions, Ship Product Defect (SPD), retrofit, and labor warranty.

* Coordinates and schedules all service work for maintenance, quoted work, Time and material, start ups, emergency calls, training, meetings, on-call and any other directed activities

* Ensures that all calls are properly entered in the dispatch software system

* Ensures all field schedules are updated and properly maintained

* Ensures proper information is obtained and entered for all service calls

* Ensures proper information is provided to the field representatives to achieve proper execution, maximize utilization and deliver superior customer satisfaction.

* Maintain a positive attitude and communicate professionally to all customer inquiries including but not limited to customer complaints, re-directing field representatives and a fast paced changing environment.

* Reviews documentation from field representatives, vendors and customers to ensure proper

* handling for filing, accounts payable, cost moves and billing are completed in a timely manner.

* Reviews all tasking and open work orders to ensure timely and required work is performed.

* Ensures proper documentation is delivered to the customer as requested

* Provide proactive follow up with customers, field representatives and interoffice to ensue outstanding issues are resolved and all commitments and expectations are met or exceeded

* Works with field representative managers and or supervisors to resolve issues/problems in the field and helps provide solutions to improve on-going procedures

* Provides timely and accurate billing of T&M and quoted work

* Prioritizes workload and requests to ensure customer and employee satisfaction are delivered

* Enters data in software system to ensure proper billing rate and markup information are accurate and up to date


* Education and/or Experience Required:

* Excellent organizational, communication, customer service & people skills required.

* Computer skills required include computer-aided dispatch, fax software, scanner, e-mail, and proprietary main frame access.

* Must be able to work hard, fast and focused; maintain an even flow of work between the customer, the workspace and the technicians.

* Ability to read and interpret field service work orders, and determines and implement appropriate course of action or follow-up.

* Speed and accuracy are paramount to this position.

* Minimum of Associates Degree in technical or business related field, BA or BS degree is a plus.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear, use hands to finger, handle or feel, and reach with hands and arms. The employee is frequently required to stand, walk and sit. The employee is occasional required to climb or balance and to stoop, kneel, crouch, or crawl. The employee must frequently lift up to 10 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

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