The SCOM Service Coordinator is a part-time role designed to provide backup coverage and quality control support for the Dispatcher and Customer Relationship Manager (CRM). This role is responsible for ensuring our field service management platform, ServiceTitan, remains accurate and up to date, and for conducting daily reviews of key operational reports — including Closed Jobs, Open Projects, and Old Estimates. Any identified issues or discrepancies are escalated promptly to the Service Manager to ensure seamless service delivery and a positive experience for our clients and technicians.

Responsibilities

• Serve as backup for the Dispatcher when needed, providing coverage for incoming calls, technician scheduling, and dispatching support
• Serve as backup for the Customer Relationship Manager (CRM) when needed, handling client communication and follow-up to ensure continuity of service
• Conduct quality control reviews to verify that Dispatcher and CRM workflows are being followed accurately and consistently
• Maintain and audit the Service Titan platform to ensure all job records, client data, and scheduling information are current, accurate, and complete
• Review the daily Closed Jobs report to confirm proper documentation, accurate billing, and complete job notes
• Review the Open Projects report to monitor progress, confirm proper technician assignment, and flag any items at risk of falling behind schedule
• Review the Old Estimates report to identify stagnant or unresolved opportunities and flag them for follow-up
• Identify discrepancies, incomplete records, or outstanding issues within daily reports and escalate findings to the Service Manager in a timely and organized manner
• Communicate findings and platform updates clearly to the Service Manager, providing consistent daily summaries
• Assist with administrative coordination as needed to support the service team and ensure smooth day-to-day operations
• Utilize best practices and think out of the box to be a problem solver
• Provide excellent client experience and maintain a positive reputation for ENCON

Required Skills

• Experience in the trade service industry preferred (HVAC background a plus)
• Familiarity with Service Titan or similar field service management software preferred
• Strong attention to detail and commitment to data accuracy
• Ability to identify discrepancies and escalate issues appropriately and promptly
• Excellent organizational and time management skills
• Clear written and verbal communication skills
• Ability to multitask and work independently with minimal supervision
• Dedication to high-quality customer service
• Friendly demeanor and positive can-do attitude
• Be open to feedback and collaboration
• Adaptable and ready to step in when needed
• Motivated self-starter with strong work ethic and a drive to succeed
• Proficient in Microsoft Suite (including but not limited to Word, Teams, Outlook, Excel and PowerPoint)

Eligibility Requirements

•  This is a part-time position (24–32 hours per week, 3 days); specific schedule to be determined in coordination with the Service Manager
• Must be willing to work from office in Stratford, CT
• Employment/education will be verified
• Applicants must be currently authorized to work in the United States
• ENCON is a drug-free workplace and requires post-offer pre-employment drug testing

Physical Requirements

• Ability to stand, walk, bend, type, and sit for up to (8) hours

CT LIC # HTG-0386317-S1

Putnam NY LIC# 31097

Westchester NY LIC # WC-33774-H21

MEC # 1093

AA/EOE

#EN