07/14/2022
Trojan Energy Systems, Inc. is a family-owned company, based in Troy, NY; which specializes in designing, installing, and servicing advanced, energy efficient, state of the art boiler systems for: Hospital and Healthcare Facilities, Educational Complexes, as well as Industrial and Commercial Facilities.
In business for almost 30 years, we continue to grow, through both existing divisions and the addition of exciting new ones. If you want to be part of a family, not just a company; and are looking for an opportunity that will allow you to grow, along with the company, then look no further. This is an exciting opportunity to join our team in the newly created Service Coordinator position. Trojan is a diverse and inclusive environment. We are an equal opportunity employer, dedicated to hiring a diverse workforce; and all qualified applicants will receive consideration for employment without regard to race, age, citizenship, color, religion, s*x, marital status, national origin, disability status, gender identity or expression, protected veteran status, or any other characteristic protected by law.
SUMMARY
The Service Manager position will be the “face” and “voice” of the service department; interacting and coordinating with technicians, customers and project managers. They will be responsible for moderately complex planning, coordination, administration and direction of the activities of field technicians, by performing the duties listed below. This position will supervise 10-15 field technicians.
ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited to the following:
• Interacts with customers by phone and by email regarding needs; such as requests for technical service, part orders and issue resolution
• Coordinates service resources; assigning team members to service calls and projects based on urgency, availability of skills, materials, and other resources
• Schedules/orders materials, sub-contractors and equipment based on project needs
• Interacts with technicians throughout the work day to ascertain the status of all dispatches/assignments, update the dispatch schedule, and keep priorities aligned with departmental objectives
• Coordinates with the parts manager to verify availability of parts and equipment to ensure scheduled work performance
• Reviews project and completed service call paperwork, to assign follow-up work or close-out as needed
• Maintains customer satisfaction by investigating concerns and special requests; addressing them or routing to management when necessary
• Reviews service requests from customers or other departments and records type and scope of service to be performed in service management system; generating Work Orders as necessary
• Logs service start-up and service work requirements in job tracking system
• Manages safety and training programs, ensuring OSHA and client site compliance
• Works with Senior Technicians to develop standardized guidelines and procedures, relating to field work
• Coordination of vehicle fleet maintenance
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
Previous boiler service management experience, running a field service technician group and providing service to external customer. Candidates who are familiar with the operation of Energy Management Systems, HVAC Systems and/or Temperature Controls; or other related technical certification or work experience preferred. Should have solid knowledge of boilers and how they work, to properly understand customer issue sand direct personnel. 3+ years of experience either in technical support or management.
COMPUTER SKILLS
Strong computer abilities in a Microsoft Windows operating system environment. Proficient with database applications in general. Proficient with Microsoft Word and Excel. Familiar with contact management software such as Outlook. Construction or Service Management software, specifically ComputerEase, experience a plus.
LANGUAGE/INTERPERSONAL SKILLS
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively with customers and employees of organization, in both one-on-one and group settings. Should project self-confidence and have strong leadership abilities.
MATHEMATICAL SKILLS
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
REASONING ABILITY
Ability to solve practical problems and deal with a variety of concrete variables in situations where only lim
