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Field Operations Resource Coordinator

Below is a job description for our Field Operations Resource Coordinator position(s). 

​JOB TITLE:        Field Operations Resource Coordinator
FLSA STATUS:   Non-Exempt


The Field Operations Resource Coordinator provides internal support to the HVAC Service Technicians to coordinate and schedule the appropriate Technician to a specific customer jobsite to perform contractual work - all while managing resources including equipment and people to create a positive customer interaction and ensure timely completion of all repairs and service requests to the satisfaction of our customers and the success of our Company


The requirements listed below are representative of the knowledge, skill, and/or ability, and physical demands required.

  • Fosters and maintains excellent relationships with customers, vendors and Insight Team.

  • Coordinates the transportation movements and schedules service appointments and start-ups for the HVAC Service Technicians according to scheduling policies and procedures.

  • Obtains any needed customer authorization prior to the HVAC Service Technician reporting to work site.

  • Obtains the customer checklist from Insight Team/Customer representative prior to the HVAC Service Technician reporting to work site.

  • Collaborates with Insight Team for any additional parts needed for service, while tracking and managing the receiving of parts.

  • Assists HVAC Service Technicians as needed with diagnosis, authorization or repairs.

  • Follows up on open work orders as per policy of company.

  • Completes required data entry for the purposes of billing the customer and documenting warranty claims.

  • Manage material procurement with manufacturers, ordering, release, and warranty management.

  • Prepares service work orders for processing, tracks progress of service work orders within the timelines set.

  • General accounting skills to assist the Field Operations Administrator with billing.

  • Keeps the Service Module platform current to ensure timely reporting.

  • Forecasts workload schedule in advance of one week.

  • Maintains a “Customer First” attitude always.

  • Performs all other duties as assigned


  • Communication- Communicates orally and in writing, with clarity and good effect. Understands clearly and quickly when instructions or orders are received. Good judgment about what information is important and what is not, and what should be communicated, how, to whom and when.

  • Organization- Follows policies and procedures. Completes administrative tasks correctly and on time while working in a fast-paced environment. Supports organization's goals and values.

  • Time Management- Uses time effectively and efficiently. Values time. Concentrates efforts on the more important priorities. Gets more done in less time than others. Can attend to a broader range of activities.

  • Customer Focus- Dedicated to meeting the expectations and requirements of internal and external customers. Gets first-hand customer information and uses it for improvements in products and services. Acts with customers in mind. Establishes and maintains effective relationships with customers and gains their trust and respect.

  • Conflict Resolution- Confronts conflicts, seeing them as opportunities. Reads critical situations and reacts quickly. Good at focused listening. Executes collaborative agreements and settles disputes equitably using diplomacy and tact. Can find common ground and get cooperation with minimum friction.

  • Planning- Accurately scopes out the length and difficulty of tasks and projects, sets objectives and goals and breaks down work into the process steps necessary to get things done


  • Education and/or Experience- High School Diploma (or GED or High School Equivalence Certificate required. 1-2 years’ experience in service dispatching or related field preferred. 1-2 years of retail/wholesale experience preferred.

  • Language Skills- Ability to read, analyze, and interpret documents in English. Ability to respond to common inquiries or complaints from customers (internal and external). Ability to effectively present information to management. Ability to interact clearly and effectively, in both written and oral communication with supervisor, customers, co-workers, vendors, etc.

  • Mathematical Skills- Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

  • Computer Skills- To perform this job successfully, an individual should be proficient in personal computer skills including electronic mail, record keeping, routine database activity, word processing, spreadsheet, etc. This role also requires a proficient level of knowledge of Microsoft Office and Adobe. FACTs and/or Field Edge experience is a plus.

  • Other Qualifications- Working knowledge of activities, methods, procedures and policies of a Service Department. General knowledge of HVAC and HVAC product installation activities a plus. Geographical knowledge of service area or map reading skills preferred. Excellent time-management and problem-solving skills required


  • While performing the duties of this job, the individual must be able to remain in a stationary position for 90 percent of the time while operating their computer and performing office work.

  • The individual needs to occasionally move about inside the office.

  • They constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, fax machine, and computer printer.

  • They must be able to exchange accurate information with customers and others in the office while interacting.

  • The employee must regularly lift and/or move up to 15 pounds, occasionally lift and/or move up to 25 pounds.

  • The individual must be capable of reviewing their work for errors and making adjustments as necessary.


The noise level in the work environment is usually low to moderate. The individual frequently works in a controlled climate. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.

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