Field Service Coordinator

Planet Group; Concord (MA); On-site; USD 37,000 - 41,000; Full time

Job summary

Planet Group is seeking a Field Service Coordinator to organize and optimize field service activities across the Americas. You will work with Field Service Engineers and Operations to meet service commitments and ensure a high-quality customer experience.

The role requires strong attention to detail, excellent communication, and the ability to manage multiple priorities in a fast-paced environment. You will maintain records in ERP/CRM systems and provide updates on timelines and resource

Qualifications

• 5+ years of experience in service coordination, scheduling, customer operations, or a related role.
• Experience coordinating resources and priorities within a service or operations environment.
• Strong organizational, multitasking, and problem-solving skills.
• Excellent communication and customer relationship management abilities.
• Experience working with ERP, CRM, and scheduling systems.
• Proficiency with Microsoft Office applications, including Outlook, Excel, Word, and Teams.

Responsibilities

• Coordinate and optimize Field Service Engineer schedules, dispatching activities, and customer appointments across the Americas.
• Balance service resources against customer requirements, business priorities, and operational objectives.
• Proactively manage schedule changes, urgent customer needs, and service escalations.
• Serve as a primary point of contact for service-related inquiries and customer communications.
• Provide proactive updates regarding service timelines, engineer availability, and schedule changes.
• Maintain accurate records within service, ERP, CRM, and scheduling systems.
• Manage service-related data and system records, ensuring accuracy, compliance, and timely updates across service platforms.
• Support service order administration and operational reporting activities.
• Drive service order execution and reporting efforts that enable effective resource planning, service delivery, and customer satisfaction.
• Identify opportunities to improve scheduling effectiveness, communication processes, and overall service performance.
• Monitor and analyze KPI performance and drive actions that ensure service-level commitments, operational targets, and performance expectations are consistently achieved.

Skills

Service coordination

Scheduling

Customer operations

ERP/CRM experience

MS Office (Outlook/Excel/Word/Teams)

Education

Bachelor's degree

Tools

ERP systems

CRM systems

SAP

SyteLine

Job description

The Field Service Coordinator is a key operational role that is responsible for coordinating field service activitiesand ensuring a high-quality customer experience. This position requires a high level of attention to detail, with a strong focus on accuracy, and the ability to anticipate and resolve potential issues before they impact service delivery. Working across multiple functions, this position drives alignment between customers, Field Service Engineers, and Operations to ensure service commitments are met. The successful candidate will bring strong operational coordination experience, exceptional communication and organizational skills, and the ability to proactively manage competing priorities in a fast-paced setting.

Responsibilities

• Coordinate and optimize Field Service Engineer schedules, dispatching activities, and customer appointments across the Americas.
• Balance service resources against customer requirements, business priorities, and operational objectives.
• Proactively manage schedule changes, urgent customer needs, and service escalations.
• Serve as a primary point of contact for service-related inquiries and customer communications.
• Provide proactive updates regarding service timelines, engineer availability, and schedule changes.
• Maintain accurate records within service, ERP, CRM, and scheduling systems.
• Manage service-related data and system records, ensuring accuracy, compliance, and timely updates across service platforms.
• Support service order administration and operational reporting activities.
• Drive service order execution and reporting efforts that enable effective resource planning, service delivery, and customer satisfaction.
• Identify opportunities to improve scheduling effectiveness, communication processes, and overall service performance.
• Monitor and analyze KPI performance and drive actions that ensure service-level commitments, operational targets, and performance expectations are consistently achieved.

Qualifications

Required

• 5+ years of experience in service coordination, scheduling, customer operations, field service support, customer service, or a related role.
• Experience coordinating resources and priorities within a service or operations environment.
• Strong organizational, multitasking, and problem-solving skills.
• Excellent communication and customer relationship management abilities.
• Experience working with ERP, CRM, and scheduling systems.
• Proficiency with Microsoft Office applications, including Outlook, Excel, Word, and Teams.

Preferred

• Bachelor's degree in Business Administration, Operations, Management, or a related field.
• Experience scheduling and coordinating service activities across multiple customer accounts simultaneously.
• Experience in manufacturing, scientific instrumentation, semiconductor, technical service industries
• Experience supporting field service workers.
• SAP and/or SyteLine experience.
• Pay is $27-30/hr based on experience.