Service Contracts Coordinator

Overview

Oversee service contracts, ensure billing, coordinate teams, and deliver top customer service.

Key Responsibilities

• erp management
• contract administration
• sop development
• data maintenance
• preventive billing
• stakeholder updates

Tasks

-Lead meetings focused on contract operations, provide timely updates to stakeholders, and support reporting and administrative tasks. -Take full ownership of service agreement contracts, managing everything from initial setup through renewals, addendums, warranty, and cancellations within the ERP system ensuring smooth transitions and minimal disruption. -Prepare and submit market recovery documentation as required. -Partner with Operations, Sales, Billing, Dispatch, and Maintenance teams to support contract accuracy and service delivery, while keeping all relevant stakeholders informed with timely status updates. -Maintain customer databases and forms using appropriate platforms such as all customer requirements in our internal system to foster cross-functional relationships with critical environments and maintenance functions. -Build and maintain strong professional relationships with technicians, customers, and internal teams by fostering open communication, collaboration, mutual respect, and trust. -Support reporting and administrative tasks that keep contract processes efficient and well-organized, including preparing and updating weekly spreadsheets as needed. -Develop and maintain Standard Operating Procedures (SOPs) for job functions and technician-related needs (e.g., asset lists, filter information). -Enter and maintain accurate and complete contract records in the ERP system, including tasking, budget, billing, scope, and equipment details. -Crosstrain with CSR team members and provide backup support when needed. -Ensure timely generation, distribution, and billing of monthly preventive maintenance service orders. -Foster a positive and collaborative team environment. -Assist the sales team with maintenance contract executions and renewals, ensuring service delivery aligns with contractual obligations and customer expectations. -Collaborate closely with the CSR team—especially the team member responsible for service agreement scheduling—as well as critical environments and area dispatchers to ensure seamless contract execution and service delivery; help service as backup when needed -Provide excellent customer service via phone and email to a diverse customer base, including top-tier and critical environments, maintenance contract customers ensuring a high standard of care and professionalism. -Apply critical thinking and problem-solving skills to assess customer needs, troubleshoot issues, and deliver effective solutions. -Demonstrate accountability by taking ownership of tasks and outcomes, ensuring high-quality service and continuous improvement.

Requirements

• excel
• office
• hvac
• high school
• detail‑oriented
• customer service

What You Bring

-Proven ability to work with a high level of accuracy and attention to detail in data entry, documentation, and contract management. -Positive and team-oriented with a collaborative approach to problem-solving. -Ability to work full-time in office to effectively collaborate with CSR, billing, sales, and other cross functional teams. -Strong customer service orientation with excellent communication, negotiation, and interpersonal skills. -Strong organizational and time management skills. -Proficiency in Microsoft Excel, including the ability to use filters, sorting, simple formulas, and functions such as VLOOKUP for data analysis and reporting. -Ability to lead meetings and collaborate across departments. -Comfortable working in a fast-paced, team-oriented environment. -Ability to work in a cooperative manner with co-workers, vendors, and clients. -Proficiency in Microsoft Office Suite (Excel, Outlook, Word). -Ability to think critically and solve problems independently. -High school diploma or equivalent. -HVAC knowledge a plus. -Ability to manage multiple priorities and meet deadlines.

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About Hill York

-Specializing in creating sustainable and innovative MEP systems for a wide range of industries. -Notable projects include high-end residential complexes, commercial buildings, and healthcare facilities. -Expert in managing complex projects from design to commissioning, offering tailored solutions. -The company’s expertise spans across diverse sectors, making it a versatile player in the engineering industry. -Focus on building long-term client relationships has led to successful repeat business.

Sector Specialisms