Every day, our service and project coordination teams serve as the backbone of our operations, bridging the gap across our numerous departments and ensuring seamless collaboration. These teams are essential to keeping our customers informed and achieving collective success. By mastering the unique languages and workflows of each department, our coordinators transform challenges into actionable steps that drive results. Recently, we sat down with the teams in these critical roles to learn more about the dedication and expertise that make them an integral part of our success.
The service coordination team plays a crucial role in managing service requests from our departments and customers. They ensure that purchase orders are accurately processed, facilitate communication between customers and technicians, and oversee many other key service tasks. From start to finish, our service coordination team meticulously manages every detail, ensuring exceptional service at every step.
From equipment orders to delivery, project coordination oversees the logistics of all equipment projects, ensuring every project detail is accounted for and the best possible customer experience is delivered. When managing projects for our Applied Sales department, the team prioritizes efficiency, flexibility, and organization to ensure that everything is aligned and progressing smoothly. As the key link between customers and internal departments, project coordination remains agile, quickly finding the information needed to keep projects moving forward. As the primary point of contact for customers, our coordinators are committed to delivering clear, effective, and timely communication, maintaining transparency at every step of the process.
Meet Our Coordination Managers
We had the opportunity to sit down with the managers of these essential teams to get a firsthand understanding of the hard work and leadership that drive their success.
Service Coordination
Holly Amelio collaborates with our service coordinators and technicians every day as our Service Relations Manager. Throughout her career at Thermosystems, Holly has contributed to numerous teams and gained a deep understanding of the essence of every part of the business. She has always had a passion for supporting others and this has helped her thrive in the ever-changing world of HVAC service.
What skills are essential for being successful in service coordination?
Being detailed and goal-oriented sets you up for success. As things evolve, it is also good to be open to change. Even if things get tough, remaining flexible helps.
What practices help ensure everyone on the service coordination team feels able to do their job successfully?
We always strive to be more efficient and find new practices each day. Weekly meetings and consistent check-ins allow us to improve and work through things together.
What makes your team unique?
We are like a family. The staff at Thermosystems are excited for each other’s milestones and make each other feel that they truly belong here.
Are there parts of service coordination that people should know more about?
Our level of knowledge about the capabilities of the service department and individual technicians has to be very in depth. In order to match the right technician to a job, we have to know their strengths and all the job details.
Project Coordination
Raye Plesnicar is the Project Coordination Manager, working primarily with the Applied Sales team. Since joining Thermosystems in 2022, they have been an integral part of our dedicated support team. In leading the project coordination team, Raye strives to empower the coordinators when managing logistics and interdepartmental communications.
What skills have helped you most in your role?
Being able to anticipate things and solve problems when they come up has helped me do better work. It all comes down to understanding your environments and customers. Being flexible also helps, it allows you to think quick and find answers.
How do you think project coordination impacts the work of Thermosystems?
Since we work with so many different people, it allows us to understand the different languages of each department to help projects move smoothly.
What makes your team unique?
We are always communicating. Our team fosters a very welcoming environment, and it allows us to always support each other. Our work is collaborative, and it allows us to learn from each other.
Is there a part of project coordination that you think people should know more about?
We are a part of the project process from after the sale all the way through the delivery. We are even involved with the accounting and post-delivery processes.
How do you ensure that every member of the team feels empowered to succeed in their job?
We prioritize creating an environment where everyone feels comfortable asking questions. This encourages collaboration and allows us to achieve better quality work. Over time, we’ve built a strong team connection, learned a great deal from one another, and have been able to set goals together.
Meet Our Coordinators
In collaboration with our exceptional managers, our service and project coordinators keep projects running smoothly and ensure that customers are well supported. We sat down with them to explore their daily routines and discover how they work together to ensure optimal operations and accurate information.
Service Coordination
We began by meeting with our group of service coordinators, who emphasized the importance of patience and flexibility when managing a large volume of tasks. They shared that their success is rooted in their support for one another, especially when handling the fast-paced schedules of our technicians.
How do you approach meeting customer needs?
Practicing kindness is essential because it reinforces the idea that we’re all on the same team, helping us collaborate to find solutions that benefit everyone.
Consistently showing respect also plays a key role by ensuring we remain considerate and accommodating to everyone involved.
Do you have any advice for people interested service coordination?
Ask questions and don’t be afraid to make mistakes because there is always a solution to be found.
How do you successfully communicate with each other?
We make it a priority to be clear and thorough when communicating with others. We always find ways to keep everyone in the loop. Regular check-ins help us stay on track and make sure we all know where things stand.
Is there a part of being in service coordination that would surprise people?
Our job requires us to be experts on almost every aspect of HVAC. When matching technicians with jobs, it’s crucial to dive deep into the details of equipment, parts, and the context behind each project. Additionally, we must speak the technicians’ language and effectively communicate with everyone involved in the project.
Project Coordination
The project coordination team emphasized that staying organized, being quick on their feet, and striving for efficiency are some of the skills that help them to succeed. These traits allow them to navigate challenges, communicate clearly, and meet customer needs.
How do you all successfully collaborate with each other?
We share a close-knit community grounded in strong bonds and mutual support. We always make sure to collaborate on problems and communicate frequently. We have lots of shared experiences and try to help each other no matter what.
We can rely on each other for help when needed.
We create a space for sharing the lessons we learn with time.
What is essential for good customer service?
Taking the time to understand others and practicing empathy are essential for maintaining the mindset that we’re all working toward the same goal.
Keeping communication clear and consistent ensures everyone stays aligned.
Even if you don’t have the answer right away, letting others know you’re actively working on a solution is crucial.
What key elements of project coordination should people be more familiar with?
Our work spans across many areas of the business, giving us a wide range of responsibilities.
Problem-solving is a key part of our role, and we often need to come up with creative solutions on the spot.
You can grow a lot in this position. We continuously learn from one another and from new challenges every day.
Do you all have advice for people who want to go into project coordination?
Be comfortable with change.
Ask questions and ask for help when needed.
Learn to handle every moment, even those that aren’t the easiest.
Based on our conversations with both teams, it’s clear that communication and collaboration are the driving forces behind our success. A huge thank you to our service and project coordination teams for taking the time to sit down with us. Without you all, our work simply wouldn’t be the same. Your unwavering attention to detail, consistent support, and dedication to the customer experience help make every project a success.
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