Q: Can you tell us about your background and what led you to MacDonald-Miller?

Before joining the team, I worked for a smaller engineering company. I initially entered the industry with a project management degree but had zero mechanical experience. While I enjoyed the work, MacDonald-Miller has such a strong reputation that people often say they’ve been trying to get on forever, so when I saw a service coordination role, I applied. My project management background fit perfectly, and pretty much right away it already felt like home. 

Q: How would you describe your role as a Service Coordinator in the Inland Northwest? 

I often describe myself as the glue of the operation. I act as the middleman between our customers, Area Operations Manager, account managers, and our technicians. It is very similar to project coordination, but it’s nonstop. You are constantly moving pieces. On a daily basis I’m moving pieces and finding solutions, dispatching technicians, managing service calls, and tracking hours to ensure we hit our two-hour turnaround time. I even personally try to drop that response time to 1.5 hours to ensure we always exceed customer expectations. 

Q: What is the most challenging or rewarding part of your day-to-day work? 

The most rewarding part for me is the athletic bond of our team and dynamic nature of the job. You never know what’s going to come at you, and you have to circle up and solve it as a team. For example, in our zone, we deal with extreme seasons from negative ten degrees in the winter to 110 degrees in the summer which keeps us on our toes nonstop. 

A big part of my role is also managing the flywheel between service and special projects. If a technician is out on a demand call for something like a chiller failure, I’m immediately on the phone with our special projects team to get a quote to the customer within 24 hours. It’s all about being a trusted partner and keeping the building running. 

Q: What makes the service team at MacDonald-Miller unique? 

I think it’s our attention to detail and what we call our “culture of recommendation.” We don’t just fix a belt; we look for the fuse that’s about to blow to save the customer from a total unit replacement later. We are a very close, tight-knit crew and our customers feel that. They often have our technicians’ and coordinators’ direct cell phone numbers. I wake up every day happy to go to work because I love the people and this place.