Field Service Scheduler: Tech Coordination & Customer Care

BW Papersystems; Baltimore (MD); On-site; USD 33,062 - 41,328; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Paid time off

401(k) plan with company match

Day-one benefits

Job summary

BW Papersystems in Baltimore is seeking a Field Service Coordinator to manage technician schedules for equipment installations, repairs and maintenance, while building strong customer relationships and ensuring timely follow-up on inquiries.

You will coordinate site visits, optimize resource allocation based on problem type, track work orders, and promote preventative maintenance to improve field service efficiency and customer satisfaction.

Qualifications

• High School Diploma or equivalent is required.
• Proficiency with Microsoft Office is required.
• Excellent communication and interpersonal skills; ability to work independently and with diverse teams.

Responsibilities

• Coordinate customer site visits by liaising with customers and internal support teams to ensure timely resource allocation.
• Determine optimal resource selection for service trips based on the technical problem, team member capabilities, location, trip duration, and other factors.
• Foster positive relationships with customers, prioritizing satisfaction and retention.
• Utilize shipping schedules and orders to plan and execute shipments and deliveries efficiently.
• Identify and report internal and external quality issues; implement corrective measures to prevent recurrence.
• Review work orders and related documentation for accuracy and completeness, making adjustments as required.
• Seek guidance from supervisors for complex or critical issues and identify continuous improvement opportunities promptly.
• Proactively engage with customers to promote preventative maintenance services.
• Maintain database of field service team members’ availability, location, time-off, and skills.

Skills

Microsoft Office

Communication

Interpersonal skills

Problem solving

Education

High School Diploma or equivalent

Job description

BW Papersystems in Baltimore is seeking a Field Service Coordinator to manage technician schedules for equipment installations, repairs and maintenance, while building strong customer relationships and ensuring timely follow-up on inquiries.

You will coordinate site visits, optimize resource allocation based on problem type, track work orders, and promote preventative maintenance to improve field service efficiency and customer satisfaction.