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INTRODUCTION

Lessen is the tech-enabled, end-to-end property service provider that is transforming how commercial and residential real estate services are delivered and managed at scale. Lessen’s technology platform provides data-driven insights that unlock key growth opportunities for the entire real estate ecosystem—including investors, owners, managers, and service providers. The company leverages a network of over 30,000 vetted, qualified vendors (Lessen Affiliates) serving clients with over 1 million properties and completing more than 3.5 million work orders annually across an expanding range of services. Lessen, LLC is a venture-backed, privately held company with offices in Scottsdale and Chicago.

ROLE AND RESPONSIBILITIES

The Field Resource Coordinator – HVAC is a key role within the field coordination team, responsible for managing and overseeing field resources to ensure high-quality service delivery across Repair and Maintenance (R&M) operations. This position requires strong expertise in coordinating complex work orders, technician scheduling, and back-office functions, with a specialized focus on HVAC service workflows. This role serves as the team’s subject matter expert for HVAC-related work, supporting diagnostics follow-up, repair quoting, parts sourcing, and technician scheduling. In addition, this individual works closely with the broader coordination team and supports general field operations across other service areas as business needs require.

What You'll Do:

• Coordinate HVAC-related service requests, including diagnostics follow-up, repair quoting, return trip scheduling, parts ordering, and technician dispatch to ensure timely job completion.
• Review technician diagnostics and develop accurate scopes of work and estimates, particularly for HVAC repairs and replacements.
• Submit service proposals for approval, including HVAC-related repair and replacement quotes with clear scope, terminology, and cost breakdowns.
• Manage and coordinate the full lifecycle of work orders across HVAC and non-HVAC services, including parts ordering, scope and materials alignment, scheduling, dispatch, quoting, and resolution of complex repair and maintenance requests to ensure efficient service delivery.
• Ensure optimal productivity and efficiency in technician routing and task allocation.
• Conduct detailed work order reviews to ensure accuracy, proper documentation, and alignment with service standards.
• Manage quoting, invoicing, and ordering parts with a high degree of accuracy and attention to detail.
• Proactively communicate with residents, provide updates, addressing concerns, and ensuring a positive service experience.
• Address and resolve escalations, maintaining strong client and resident relationships.
• Assist in process improvements and contribute to enhancing operational workflows.
• Share HVAC-related knowledge and best practices with team members to support overall coordination effectiveness.
• Other duties as assigned.

ROLE SPECIFIC SKILLS

Knowledge

• Work Order Management: Strong understanding of managing the full lifecycle of work orders across Repair and Maintenance (R&M) operations, ensuring efficient and accurate resolution.
• Field Service Operations: Solid knowledge of field service coordination, including scheduling, dispatch, and technician workflow management.
• HVAC Service Coordination: Working knowledge of HVAC repair workflows, including diagnostics follow-up, repair quoting, parts ordering, and return trip coordination.
• Parts & Materials Understanding: Familiarity with HVAC components, parts sourcing, and ensuring alignment between scope of work and required materials.
• Operational & Administrative Processes: Understanding of quoting, invoicing, and documentation processes within field service operations.

Skills

• HVAC Systems & Quoting: Strong ability to interpret technician diagnostics and translate them into accurate scopes of work, estimates, and customer-facing proposals.
• Communication: Effective verbal and written communication skills, with the ability to coordinate across technicians, residents, and internal teams, and handle escalations as needed.
• Organization & Time Management: Ability to manage multiple work orders, priorities, and deadlines in a fast-paced environment.
• Technical Proficiency: Experience using CRM systems, scheduling tools, and Microsoft Office Suite.
• Problem-Solving: Ability to identify issues, evaluate options, and drive timely resolution across operational challenges.

Abilities

• Adaptability: Ability to manage shifting priorities, balancing HVAC-focused responsibilities with broader coordination support as needed.
• Professionalism & Customer Focus: Ability to handle resident and client interactions with professionalism, including managing escalations effectively.
• Attention to Detail: High level of accuracy in managing work orders, quoting, scheduling, and documentation.
• Team Collaboration: Ability to work effectively within a team environment and contribute to shared goals and processes.

You should Have:

• High school diploma or equivalent.
• 3+ years of experience in field service coordination, dispatch, or a similar operations role, including at least 1 year of HVAC-related experience.
• Familiarity with HVAC parts, suppliers, or supply houses.
• Experience managing service orders end-to-end, including scheduling, technician coordination, quoting, and parts ordering/sourcing.
• Ability to manage multiple work orders and priorities in a fast-paced environment.
• Experience supporting both HVAC and non-HVAC service coordination.

Why Lessen:

• Competitive compensation
• Health, Dental, Vision, Life, Disability options
• 401K retirement savings plan
• Paid vacation, federal and floating holidays
• Maternity/Paternity Pay
• Career advancement opportunities
• All the tools you'll need to be successful

Lessen is intentional about attracting, developing, and retaining amazing talent from diverse backgrounds. We’re looking for teammates that are enthusiastic, empathetic, curious, motivated, reliable, and will help us amplify the positive & inclusive culture we’ve been building. Lessen is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.