Operations Coordinator - Major Account

Are you energized by organization, problem-solving, and keeping operations on track? As an Operations Coordinator with within tdg Facilities, you'll be at the hub of activity-aligning schedules, resources, and priorities to ensure seamless service delivery. This role is fast-paced, collaborative, and essential to maintaining the high standards our clients expect every day. . . and offers multiple career pathways to growth.

tdg Facilities is a dynamic integrated facilities management organization committed to excellence, integrity, and teamwork. Our team is seeking a full-time Operations Coordinator - Major Account in the Greater Cincinnati, Ohio / Sharonville, Ohio area to support service scheduling, delivery, efficiency, and analytics within our organization.

This role offers the opportunity to work in a highly collaborative environment across multiple functional teams, including the executive team, and the opportunity to acquire technical skills and experience by working with a highly supportive team.

OVERVIEW

The Operations Coordinator, Skilled Trades / Field Service position plays a pivotal role in supporting our Mobile HVAC, Electric, and Plumbing teams within tdg Facilities' Field Service Coordination (FSC) function. This position is responsible for the end-to-end coordination of work orders, resource scheduling, and logistical planning - ensuring our service delivery is efficient, data-driven, and aligned with client expectations. The Coordinator acts as a strategic partner to our Skilled Trades Leads, with a direct impact on team performance, client satisfaction, and revenue execution.

KEY RESPONSIBILITIES

• Own the full lifecycle of customer work orders - from intake and scheduling through technician engagement, documentation, and closure - ensuring timely delivery, accurate data, and clear communication throughout.
• Serve as a central point of contact between field staff, leadership, clients, and internal teams. Proactively manage updates, escalate issues, and drive follow-through on all assigned work.
• Collaborate closely with the Account Director, acting as an operational counterpart and holding stakeholders accountable to realistic delivery timelines and resource commitments.
• Monitor daily and future schedules for mobile teams associated with service. Adjust proactively for conflicts, emergencies, or resource constraints while balancing long-range workload and rolling forecasts.
• Ensure accurate and timely submission of time, materials, and documentation to support downstream invoicing and reporting.
• Engage directly with client sites via phone, email, and portal systems to coordinate appointments, resolve issues, and support project execution.
• Coordinate rental equipment needs and manage associated logistics, invoices, and tracking.
• Partner with the Field Service Analysts to leverage work order dashboards and reports. Use data to guide technician deployment, workload balancing, and continuous improvement of operational cadence.
• Participate in root cause investigations around process breakdowns or repeat service issues. Flag and help resolve systemic gaps in coordination, communication, or delivery.
• Participate in technician feedback loops by documenting service misses, contributing to scorecards, and surfacing insights during performance reviews.
• Ensure Preventative Maintenance schedules are fully executed by orchestrating technician availability, access coordination, and status tracking.
• Actively support strategic initiatives, such as improving PM forecasting, and driving SOP adoption.
• Support new SOP creation, process documentation, and cross-training within the FSC Team.
• Support operational leaders in mass communications, calendar alignment, and coordination of team meetings or touchpoints.
• Provide extended hour coverage during project surges or emergencies, and participate in an On-Call rotation for the company's main Service Line.
• Perform other tasks and duties as required.

QUALIFICATIONS

Education & Experience:

• Associates or Bachelor's degree in a field of business competency (e.g. Business Administration, Finance, Management Information Systems, Supply Chain Management, Accounting, etc.).
• 2+ years…