Programs & Warranty Coordinator

Description

The Service Programs & Warranty Coordinator plays a vital role in ensuring a smooth transition from installation to service by managing HVAC warranty registrations, startup scheduling, and ongoing maintenance contracts. This individual is also responsible for coordinating technician dispatch, handling inbound customer calls, and maintaining service program records. The role requires strong communication, organization, and customer service skills to deliver a high-quality client experience.

Essential Duties And Responsibilities

The essential functions include, but are not limited to the following:

Warranty Management

• Register product warranties with appropriate manufacturers.
• Ensure documentation is accurate, complete, and stored in the CRM or service system.
• Communicate warranty coverage details to customers and internal teams.
  
  

Startup Scheduling & Dispatching

• Schedule and dispatch technicians for equipment startup appointments.
• Coordinate with installation crews and customers to align timelines.
• Confirm readiness for startup, including permit status and site conditions.
  
  

Maintenance Agreements (New & Renewals)

• Generate and track new residential/commercial maintenance agreements.
• Proactively contact customers about expiring contracts and manage renewals.
• Coordinate with service teams to schedule maintenance visits per contract terms.
• Maintain contract documentation and renewal logs in the CRM or billing system.
  
  

Customer Communication

• Answer inbound service and maintenance calls.
• Address customer questions regarding warranty, service, and maintenance programs.
• Provide excellent customer service while resolving concerns or rescheduling appointments.
  
  

Requirements

Qualifications:

• 2+ years’ experience in HVAC, plumbing, electrical, or a service-based industry.
• Strong administrative, scheduling, and customer service skills.
• Familiarity with permit processes and local municipality requirements (preferred).
• Experience with service software and/or CRM tools.
• Attention to detail and ability to manage multiple priorities.
• Professional communication skills—both written and verbal.
  
  

Key Competencies

• Organized and process-oriented
• Strong multitasker and communicator
• Problem-solver with a customer-first mindset
• Comfortable with compliance and documentation
• Team player who can work across departments
  
  

Physical Demands And Work Environment

• Sit for prolonged periods of time.
• Repetitive Movements i.e. typing and mouse use.
• Prolonged screen viewing.
• Lifting up to 25 pounds.