Field Service Scheduler & Customer Liaison

Thompson & Johnson Equipment Co.; City of Syracuse (NY); On-site; USD 34,000 - 37,000; Full time

Benefits offered by this job

Low cost medical, dental, and vision保险

401(k) retirement plan with a 50%Match

Paid vacation and sick time

Paid Company holidays

Disability insurance

Clothing allowance

Wellness reimbursement

Employee referral program

Training and career advancement

Company events and celebrations

Supportive, family oriented work环境

Job summary

Northeast Dock & Door, a division of Thompson & Johnson Equipment, is seeking a Service Coordinator/Dispatcher in East Syracuse, NY. This full-time role coordinates field technicians, parts, and customer communication to keep service moving smoothly.

You will plan, schedule, monitor progress, and maintain records while building strong customer relationships and ensuring timely responses to changes and emergencies.

Qualifications

• Previous 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.

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, urgency, 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.
• Track parts and other information that may affect scheduling or completion of customer work.
• Assist with repair quotes, customer approvals, purchase order information, and service documentation.
• Maintain accurate customer, work order, and service information in Company systems.
• Identify and help resolve scheduling, parts, documentation, or service issues before they become larger problems.
• Serve as the primary contact for after hours emergency service calls, including nights and weekends, coordinating technician response and customer communication.

Skills

Scheduling

Field service

Overhead doors

Customer service

Organization

Communication

Problem solving

Independence

Attention to detail

Tools

MS Office

Work order software

Job description

Northeast Dock & Door, a division of Thompson & Johnson Equipment, is seeking a Service Coordinator/Dispatcher in East Syracuse, NY. This full-time role coordinates field technicians, parts, and customer communication to keep service moving smoothly.

You will plan, schedule, monitor progress, and maintain records while building strong customer relationships and ensuring timely responses to changes and emergencies.