The Service Operations Representative is the liaison between the customer and our core service organization responsible for problem solving and organization of our Preventive Maintenance Agreements (PMA’s) and core service workorder transactions.

Responsibilities

Preventive Maintenance Agreements

• Coordinate first time preventive maintenance visits
• Contact customers to establish permissible dates for initial site visits
• Coordinate scheduling with assigned technicians
• Confirm booking details including number of visits, scope of work, equipment lists, and billing information
• Identify and document site requirements such as security protocols, check in procedures, access requirements, keys, and badging
• Support lead technicians in validating equipment information including IDs, model and serial numbers, and filter specifications
• Enter validated information into PMA estimates for submission to the PMA

PMA Renewals and Retention

• Proactively contact customers 30 to 60 days prior to PMA renewal dates
• Discuss pricing escalations and potential agreement modifications
• Secure renewal purchase orders or authorizations and route to the PMA Coordinator
• Engage customers regarding PMA cancellations, identify root causes, and explore retention opportunities
• Communicate cancellations and retention outcomes to field and sales leadership

Customer Care and Relationship Management

• Assist in developing and executing customer care call templates for periodic check-ins or site visits
• Document customer feedback and service notes in the software system
• Communicate customer concerns, issues, or positive feedback to appropriate field, operations, and sales teams

PMA Data Integrity

• Maintain accuracy and completeness of PMA records in the system
• Coordinate with technicians, customers, and the PMA Coordinator to resolve missing or incomplete data.

Required Skills/Abilities and Qualifications

• Previous experience in a similar role, preferably within the HVAC, mechanical, construction, or service industry.
• Strong organizational skills with attention to detail.
• Ability to manage multiple tasks and prioritize effectively.
• Excellent communication and interpersonal skills.
• Proficiency in Microsoft Office Suite and ability to learn service management systems.
• Understanding of service contract management, customer service, and process improvement.
• High school diploma or equivalent required.
• Associate degree or related coursework in business, administration, or a related field preferred.

United Mechanical is an Equal Opportunity Employer and embraces diversity in our employee population. We provide equal opportunity to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, special disabled veteran, marital status, pregnancy, genetic information, or any other legally protected status.