Repair & Service Coordinator - NU-TEK Roof Systems

NU-TEK Roof Systems brings to the table thirty years of collective experience in the commercial roofing industry, providing time and cost-effective service in an industry saturated with less organized / disorganized competitors. We’re the go-to roof replacement and repair company in the Northeastern US, focusing on customer service and project completion, on time, and within budget.

We are now interviewing candidates for a Full-Time Repair & Service Coordinator position. This role will be 90% remote with only occasional trips to our office near Lake Hopatcong. As our Repair and Service Field Coordinator, you will play a crucial role in the coordination, repair, and maintenance activities for both our commercial and residential roofing and siding repair technicians. You will be responsible for scheduling field service technicians, managing work orders, and ensuring timely completion of repairs. The ideal candidate will possess strong organizational skills, excellent communication abilities, and an understanding of repair and service scheduling tools and best practices.

This role is unique-you will be participating in the growth of the organization and the expansion of the position. Please apply today for immediate consideration.

Job Responsibilities:

• Receive service requests from customers, sales representatives, or internal resources.
• Coordinate with field service technicians to schedule repair and maintenance appointments based on availability and urgency.
• Assign work orders to technicians and provide them with all necessary information, including customer contact details, service requirements, and equipment specifications.
• Monitor the progress of ongoing service appointments and communicate updates to customers and internal stakeholders as needed.
• Optimize technician routes and schedules to maximize efficiency and minimize travel time and costs.
• Handle any schedule changes, emergencies, or last-minute service requests effectively to ensure minimal disruption to service delivery.
• Provide accurate and timely information to customers regarding timelines, technician arrival times, and resolution of issues.
• Address customer concerns and complaints promptly and escalate unresolved issues to the appropriate channels for resolution.
• Liaise with internal tech experts to provide guidance and assistance to field techs as they diagnose and troubleshoot issues.
• Ensure technicians have access to necessary tools, parts, and documentation to complete repairs efficiently.
• Coordinate with vendors or suppliers to procure replacement parts or components as needed.
• Maintain accurate records and generate reports on service metrics.
• Implement quality assurance measures to ensure repairs are completed to the highest standard.
• Identify training needs or skill gaps among field technicians and recommend training programs & resources.
• Ensure all repairs and maintenance activities comply with company policies, industry regulations, and safety standards.

Position Requirements:

• High School diploma and equivalent experience in a relevant industry, such as HVAC, General Contracting, or operations.
• Previous experience in a field service coordination or dispatch role, preferably in a repair and maintenance environment.
• Strong organizational and multitasking skills, with the ability to prioritize tasks and manage competing priorities effectively.
• Excellent communication skills, both verbal and written, with the ability to interact professionally with customers, technicians, and internal stakeholders.
• Technical proficiency and familiarity with the products or equipment being serviced.
• Proficiency in using scheduling software, CRM systems, and other service management tools.
• Problem-solving abilities and a proactive approach to resolving issues and mitigating risks.
• Attention to detail and a commitment to delivering high-quality service to customers.
• Flexibility to adapt to changing priorities, schedules, and customer needs.
• Knowledge of safety regulations and procedures related to repair and maintenance activities.