Service Support Representative

At MacDonald-Miller Facility Solutions (“MacMiller”) we make buildings work better. As the Northwest’s leading mechanical contracting firm, we design, deliver and service HVAC, plumbing and automation system solutions for commercial buildings. With our 1000 employees across 8 offices – there is a breadth and variety of work to keep you engaged and inspired.

We enjoy a well-respected history of exceeding our customers’ expectations and executing with distinction. Our clients trust their toughest projects with our integrated teams, including:

• New construction – From an architectural 3D model to a completed 40 story urban building that is on time and on budget
• Special projects - Updates/remodeling for existing commercial buildings for new efficiencies
• Service - On demand and scheduled maintenance ensuring tenant comfort

• Building performance - Control systems and automation for energy improvement and minimal surprises

People love to work at MacDonald-Miller, and it’s because we all share the same Core Culture Values:

• Collaboration – Diverse players, one team, a common vision. Collaboration is our foundation and critical to the success of the company. Every team member is valued and brings a diversity of strengths to help us meet our common vision.

• Dedication – We are dedicated to personal and professional excellence. We execute with distinction by doing the right thing and following through on our commitments.
• Safety – Everyone deserves a safe workplace. Safety is more than hardhats and boots, it’s an attitude and the environment we create. Every day, everyone goes home to their families.
• Community – We are proud to be part of MacDonald-Miller. We actively seek to build relationships and know each other as individuals. Together we create an environment that is welcoming, caring, and trusting.
• Innovation – We are committed to continuous, creative problem solving. Innovation is how we stay an industry leader. We always strive to challenge and better ourselves.
• Fun! – Take the work seriously, but never taking ourselves too seriously. It’s possible to be both serious professionals and good-natured people you enjoy working with. We strive to be both.

Requirements

Service Support Representative: This is where you come in.

We’re looking for a Service Support Representative to support our Commercial HVAC Technicians and Service Coordination team by fielding incoming phone calls and service request inboxes. You would be a key member of our Service business, responsible for the effective communication of all emergency services and ongoing maintenance activities. This level of accountability involves strong, collaborative communication with our customers and your teammates to evaluate & juggle the workload in this fast-changing environment. In return for achieving aggressive goals, you’ll get rewarded with more to own, a ton of growth opportunities, and more freedom than you’ve probably ever had. 

Top deliverables in the first year to be a hero:

1. Communication Skills:

• Strong verbal and written communication skills.
• Ability to convey complex technical information in a clear and understandable manner.

Customer Focus:

• Demonstrated commitment to providing excellent customer service.
• Proven ability to empathize with customers and address their concerns.
• Expereince working in a construction or service-focused environment is preferred.

Organizational Skills:

• Exceptional organizational and multitasking abilities.
• Detail-oriented with a focus on accuracy in communication.
• Evaluate and prioritize work and service requests continually and communicate with scheduling coordinators to provide necessary information for each dispatch.

Technical Aptitude:

• Basic understanding of technical processes to effectively communicate updates to customers.
• Familiarity with service scheduling systems is a plus.
• We are constantly navigating and toggling through various systems/screens, you will need to field incoming texts, calls, emails, and IMs, as well as switch gears quickly, in a pleasant manner, under high pressure.

The Service Support Representative role reports to Matt Barnes - Eastside Operations Manager on a collaborative team working on a variety of projects and initiatives to support our growing business.

Your Background: What kind of person will thrive in this role?

You should have…

• A track record of delivering excellent customer service even while under pressure
• A willingness to stick to a strict work and lunchtime schedule
• Ability to handle a large number of phone calls professionally

• Knowledge of HVAC systems is nice but not required!

And everyone you work with should describe you as…

• Great attitude and good team-player
• Excellent in fast-paced, deadline-driven environments
• Tech-savvy to easily get used to new computer and phone systems

And you should be motivated by…

• Working with a highly-skilled team and the satisfaction of resolving customer issues promptly and effectively, ensuring a positive customer experience.
• Empowering yourself to learn how to do something.
• If you need a ton of handholding or a micro-manager boss, this is not the place for you
• Working in a lean, results-oriented environment
• Having fun in a group environment and working as a cohesive unit while also working independently

Benefits

Compensation: $21-$29 per hour

MacDonald-Miller Facility Solutions presently provides employee coverage for:

• Medical, dental, vision for employees (coverage available for dependents for shared premium).
• 401k retirement plan including Company matching.
• Vacation and Sick Compensation (PTO), and Holiday Pay!
• Disability income protection including short term and long term disability.
• Employee and dependent life insurance.

• Wellness Program.
• Employee Assistance Program.

Where you will work

Our Redmond office (15207 NE 95th St, Redmond, WA 98052), just a 5-minute drive from the expansive Marymoor Park (great for bike rides, picnics, lengthy strolls down the shaded paths, and drive-in movies during the summer!) and Redmond Town Center, which offers no shortage of shopping, trendy restaurants, local ice cream shops, and breweries.

Interested in learning more?

If you’re ready for an adventure and are interested in being considered for this role, click apply to start the conversation! Or if you know someone who currently works at MacDonald-Miller, reach out to them to get introduced to the team!

MacDonald-Miller Facility Solutions 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, disability, or status as a protected veteran.