Field Service Technician/Area Customer Service Coordinator

SGS Consulting; Lansing (MI); On-site; USD 55,000 - 75,000; Full time

Job summary

SGS Consulting in Michigan seeks a field operations specialist to support daily contracted services across customer accounts in a defined geographic area.

The role involves assisting with process improvements, onboarding new team members, and ensuring safety and compliance while travelling between accounts. Strong Microsoft Office skills and reliable communication are required.

Qualifications

• Verifiable High School diploma or GED is required.
• Experience in field operations and customer service preferred.
• Ability to travel to multiple customer accounts.

Responsibilities

• Support daily operations for all contracted services at customer accounts within a geographical area.
• Assist management with process improvement, testing and validation, and compliance with best practices.
• Support Field Implementation Managers with new account onboarding and service expansions.
• Assist with onboarding and cross-training of team members and sharing best practices.
• Inspect site procedures for accuracy and compliance and ensure customer safety.
• Travel to and between accounts; create a customer-focused environment and drive satisfaction.
• Escalate issues to the appropriate team and support issue resolution to completion.
• Collect data for Monthly Operations Review and provide feedback on site experience.

Skills

Customer service

Communication

Education

High School diploma or GED

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

PowerPoint

Job description

Job Responsibilities

An integral member of the service team by supporting the daily operations for all contracted services at customer accounts within a geographical areaAssists management with process improvement, procedural testing and validation and ensuring field compliance with operational best practices.Support the Field Implementation Managers with the implementation of new customer accounts and service expansions.Assists with onboarding new team members and cross training peersAssists with the development of Site Procedure Guides and sharing best practices throughout geographical areas.Routinely inspects Site Procedures Guide for accuracy and complianceKnowledgeability of all contracted services within assigned customer accountsPerforms daily visual inspection of site services and Ricoh and customer compliance to safety.Provide feedback on site experience via survey tool or any other forms to help improve customer experience, internal and external.May require “standing in” for absences or vacations of the onsite resources, that may also include site management.Provides, executes, and supports all aspects of services, which entails traveling to and from various accounts.Creates and maintains a customer-focused environmentResponsible for customer satisfaction by engaging in end-user feedback.Responsible for escalating customer issue to ESM/AOM and support the resolution to completion.Communicates effectively and responds quickly to customers and end user communicationCollects data and is knowledgeable of the tools and methods used for the completion of the Monthly Operations Review as directed

Skills

Be able to use Microsoft, word, excel, outlook, and PowerPoint.

Education/Experience

Verifiable High School diploma or GED is required.