Service Support Representative

At MacDonald-Miller Facility Solutions ("MacMiller"), the Northwest's leading mechanical contracting firm, we design, deliver, and service HVAC, plumbing, and automation system solutions for commercial buildings. With more than one thousand employees across ten offices, there's a breadth and variety of work to keep you engaged and inspired.

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

• New Construction - Engineering, fabrication, and installation of mechanical systems for new projects, following lean construction practices.
• Special Projects - Retrofits and mechanical repairs for existing buildings to create new efficiencies.
• Service - Scheduled preventive maintenance ensuring tenant comfort and 24/7 emergency response.
• Building Performance - Control systems, fault detection, energy services, and remote monitoring.
• Performance Contracting - Sustainable Solutions: Acting as the Prime Contractor, we deliver design-build, energy-efficient solutions in the built environment for both private and public sector clients.

People love to work at MacDonald-Miller 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 unique strengths that help us achieve our shared 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 hard hats and boots; it's an attitude and an 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! - Taking 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.

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 managing service request inboxes. As a key member of our Service Division, you'll play an essential role in ensuring effective communication for all emergency services and ongoing maintenance activities.

This position requires strong, collaborative communication with customers and teammates to evaluate and balance workload priorities in a fast-paced, ever-changing environment. In return for achieving ambitious goals, you'll be rewarded with more ownership, abundant growth opportunities, and more freedom than you've probably ever had.

Communication Skills

• Demonstrate strong verbal and written communication skills.
• Convey complex technical information in a clear, understandable manner.

Customer Focus

• Show a consistent commitment to delivering excellent customer service.
• Empathize with customers and effectively address their concerns.
• Experience working in a construction or service-focused environment is preferred.

Organizational Skills

• Exhibit exceptional organizational and multitasking abilities.
• Maintain attention to detail and accuracy in all communication.
• Evaluate and prioritize work and service requests continually, communicating with scheduling coordinators to provide necessary information for each dispatch.

Technical Aptitude

• Demonstrate a basic understanding of technical processes to effectively communicate updates to customers.
• Familiarity with service scheduling systems is a plus.
• Comfortably navigate and toggle between multiple systems, screens, and communication channels - including calls, texts, emails, and IMs - while maintaining a calm, professional demeanor under pressure.

The Service Support Representative role reports to Antonio Carrillo, Service Coordination Supervisor, and works on a collaborative team supporting various projects and initiatives that drive our growing business.

You should have:

• A proven track record of delivering excellent customer service, even under pressure.
• The ability to follow a structured work and lunch schedule consistently.
• Experience handling a high volume of phone calls professionally.
• Knowledge of HVAC systems (nice to have, but not required).

And everyone you work with should describe you as:

• Having a great attitude and being a strong team player.
• Thriving in fast-paced, deadline-driven environments.
• Tech-savvy and quick to adapt to new computer and phone systems.

And you should be motivated by:

• Working with a highly skilled team and taking pride in resolving customer issues promptly and effectively.
• Empowering yourself to learn new things - if you need constant handholding or a micromanager, this isn't the place for you.
• Thriving in a lean, results-oriented environment.
• Having fun in a collaborative setting where you can work both independently and as part of a cohesive team.

Compensation:
$22-$28 per hour.

Benefits:
MacDonald-Miller Facility Solutions proudly provides comprehensive employee coverage, including:

• Medical, dental, and vision insurance for employees (coverage available for dependents with shared premium).
• 401(k) retirement plan with company matching.
• Paid time off (vacation, sick leave, and holidays).
• Disability income protection, including short-term and long-term disability.
• Employee and dependent life insurance.
• Wellness Program.
• Employee Assistance Program (EAP).

Where You'll Work
Our Seattle Headquarters, located at 17930 International Blvd, SeaTac, WA 98188, offers easy access to the Seattle-Tacoma International Airport, ample secured parking, and newly renovated office facilities - not to mention great views!

Neighborhood amenities include an onsite deli, nearby restaurants, and convenient freeway and airport access. It's a modern, collaborative workspace designed to help you thrive.

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.