Commercial Repair Coordinator

Position Summary

The Commercial Repair Coordinator is responsible for managing the lifecycle of commercial service estimates and repair coordination from estimate presentation through repair completion or cancellation. This position serves as the primary point of contact for customers after a repair has been diagnosed, ensuring timely follow-up on open estimates, coordinating material procurement, managing repair scheduling, and providing proactive communication throughout the repair process.

The Commercial Repair Coordinator works closely with Commercial Service, Mechanical Services, Purchasing, Dispatch, and other support departments to ensure repairs are completed efficiently while maintaining a high level of customer satisfaction. As departmental needs evolve, this position may also provide operational support for Commercial Maintenance, Northwest Service, and other commercial operations.

Primary Objective

Ensure every commercial repair progresses efficiently from estimate to completion through proactive customer communication, timely material coordination, and accurate operational tracking.

Key Responsibilities

Estimate Management

• Maintain and manage the commercial estimate follow-up board.
• Initiate outbound calls and email communications regarding outstanding estimates.
• Follow established estimate follow-up procedures to maximize estimate conversion.
• Convert approved estimates into active repair records using company systems.
• Document all follow-up attempts and customer communications.
• Record customer decisions and reasons for declined estimates.
• Coordinate estimate follow-up with other departments when additional estimates or services are being considered.

Repair Coordination

• Manage the commercial repair board for all approved estimates.
• Create repair records for estimates sold outside the field.
• Ensure repair records contain accurate project information, including business unit, manager, repair description, and target completion date.
• Monitor repairs from approval through completion or cancellation.
• Coordinate technician return visits after required materials have been received.
• Assist in scheduling repairs while balancing customer availability and operational needs.
• Maintain accurate repair statuses throughout the repair lifecycle.
• Coordinate invoice reconciliation and material returns when repairs are canceled.

Purchasing and Material Coordination

• Monitor purchase order status and expected material arrival dates.
• Coordinate closely with Purchasing regarding vendor delays and ETA changes.
• Confirm material availability prior to scheduling return visits.
• Update repair records whenever material availability changes.
• Communicate expected timelines to customers whenever delays occur.
• Escalate material issues that may significantly impact customer commitments.

Customer Communication

• Serve as the primary customer contact after a repair estimate has been approved.
• Proactively communicate repair timelines and scheduling expectations.
• Notify customers of material arrivals, shipping delays, and scheduling opportunities.
• Coordinate scheduling with property managers, facility managers, business owners, tenants, or other designated customer representatives.
• Maintain consistent communication until the repair has been completed.
• Provide professional, courteous, and solution-oriented customer service throughout every interaction.

Operational Coordination

• Work closely with Commercial Service, Mechanical Services, Dispatch, Purchasing, and Management to coordinate repair activities.
• Maintain accurate notes and documentation within company software.
• Ensure repair boards accurately reflect current repair status.
• Identify repairs requiring management attention due to customer concerns, scheduling conflicts, vendor delays, or extended completion timelines.
• Support additional commercial departments as operational needs evolve.

Performance Expectations

Success in this position is measured by:

• Timely follow-up of open commercial estimates.
• High estimate conversion rates.
• Accurate repair tracking and documentation.
• Timely customer communication.
• Efficient coordination of material arrivals and technician scheduling.
• Minimal repair delays caused by administrative oversight.
• High customer satisfaction throughout the repair process.

Skills and Qualifications

Required

• Exceptional organizational and time management skills.
• Excellent written and verbal communication.
• Strong attention to detail.
• Ability to prioritize multiple repairs simultaneously.
• Customer-focused mindset with strong problem-solving abilities.
• Ability to work independently while collaborating across multiple departments.
• Professional telephone etiquette.

Preferred

• Experience in commercial HVAC, mechanical services, construction, facilities management, or related service industries.
• Experience with ServiceTitan or similar field service management software.
• Experience coordinating purchasing, scheduling, or repair operations.
• Knowledge of commercial service workflows and customer expectations.

Physical Requirements

• Primarily office-based position.
• Frequent telephone and computer use.
• Occasional movement between office departments.
• Ability to remain organized while managing multiple priorities in a fast-paced environment.

Reporting Structure

Reports To: Commercial Service Manager (or assigned Operations Manager)

Works Closely With:

• Commercial Service Technicians
• Mechanical Service Technicians
• Dispatch
• Purchasing
• Commercial Service Management
• Accounting
• Commercial Maintenance
• Northwest Service

Core Competencies

• Organization
• Communication
• Customer Service
• Planning and Coordination
• Accountability
• Adaptability
• Attention to Detail
• Team Collaboration
• Professionalism
• Initiative