Field Service Orchestrator: Scheduling & Customer Experience

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

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