Field Service Coordinator: Keeps Customers Moving

THOMPSON & JOHNSON EQUIPMENT CO INC; Town of De Witt (NY); On-site; USD 68,770,000 - 74,501,000; Full time

Benefits offered by this job

Medical/dental/vision insurance

401(k) retirement with company match

Job summary

Thompson & Johnson Equipment Co., Inc. — Northeast Dock & Door is seeking a Service Coordinator to organize and support our field service operation.

You will manage planning, scheduling, and communication to keep service work moving smoothly and customers informed. As the central point of contact among customers, installers/technicians, parts, sales, and operations, you’ll help ensure issues are addressed before they impact the customer experience.

Qualifications

• Experience scheduling and coordinating field service technicians in overhead door and loading dock service or another building trade is strongly preferred.
• Experience in construction, industrial service, material handling, or another field service environment is a plus.
• Strong organizational, planning, and follow through skills.
• Strong customer service and communication skills.

Responsibilities

• Schedule and coordinate field service Installers/Technicians for breakdowns, preventive maintenance, repairs, installations, and other customer work.
• Pre-plan upcoming service work and PMs to help ensure jobs are properly prepared.
• Prioritize and adjust schedules based on customer needs, technician availability, geography, parts availability, and changing priorities.
• Coordinate larger installation schedules and projects with Operations and field employees.
• Monitor Work in Progress and follow up on open work orders and outstanding documentation.
• Review work orders for completeness and accuracy, including labor, parts, service notes, and other required information.
• Monitor technician time records related to service work and follow up on missing or incomplete information.
• Communicate with customers regarding appointments, scheduling changes, job status, service results, and follow up.
• Build and maintain positive customer relationships by keeping customers informed throughout the service process.
• Coordinate with Parts, Sales, Operations, suppliers, and field employees to help ensure jobs are properly prepared.

Skills

Scheduling field techs

Customer communication

Organization

Problem solving

Microsoft Office

Education

Experience in field service operations

Tools

Work order software

Job description

Thompson & Johnson Equipment Co., Inc. — Northeast Dock & Door is seeking a Service Coordinator to organize and support our field service operation.

You will manage planning, scheduling, and communication to keep service work moving smoothly and customers informed. As the central point of contact among customers, installers/technicians, parts, sales, and operations, you’ll help ensure issues are addressed before they impact the customer experience.