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Field Service Coordinator

3 months ago

Tinley Park, United States Midwest Manufacturer Full time
Job DescriptionJob Description

The Midwest manufacturer is seeking a Field Service Coordinator.

The Field Service Coordinator is responsible for coordinating field services for clients. The Field Service Coordinator ensures that clients receive the appropriate level of mechanical support and that services are delivered effectively and efficiently. The Field Service Coordinator works closely with the client, their maintenance staff, and internal service providers to develop and implement a field service plan that meets the client's needs.

KEY RESPONSIBILITIES:

  • Assists the Department Manager with:
    • Customer Communication
    • Remote service calls
  • Manages and updates the documentation:
    • Keeps the service SharePoint nice and orderly
    • Reports when items are missing from the service SharePoint
    • Continually refines the processes currently in place
  • Work with clients and assigned field service technicians to assess mechanical needs and develop a mechanical service plan
  • Schedule and coordinate services provided by the Field Service Team and ensure that services are delivered effectively and efficiently
  • Responsible for all service quoting. This includes completing Accurate pricing, the internal RFQ process, creating the quote folder, putting all correspondence in the correct quote folder, and sending the quote to the customer upon completion. Including the quoting of Preventative Maintenance Agreements.
    • This team member will also be sure to follow up on quotes that have not received a PO before we leave for the service visit
  • Monitor mechanical service providers to ensure compliance with the mechanical service plan
  • Resolve any mechanical issues or concerns related to mechanical service delivery
  • Maintain accurate records and documentation
  • Owns and closes out punch lists associated with service visits
  • Communicate with clients and the Field Service team to ensure that everyone is informed about the mechanical service plan and any changes
  • Assist in identifying areas for mechanical improvement and help implement changes to improve mechanical service delivery
  • Actively participate in field problem-solving situations as it relates to product performance and customer acceptance.
  • Internally project manage service visits while they are happening to ensure timely responses are delivered to internal and external teams and that visits go over as planned
  • Support Installations and in-field training with the necessary documentation
  • Manage and support rapid deployment for line-down situations, getting necessary problems involved and ensuring communication begins immediately
  • Effectively communicate with customers in difficult situations, and do what is right for the customer every step of the way
  • Operates with a strong sense of urgency, seeking answers and delivering them promptly
  • Collaboration with inside sales team to determine appropriate aftermarket parts are quoted
  • Participate in meetings and training sessions as required
  • Other duties as assigned
  • US Travel: 20 to 30%

REQUIREMENTS:

  • A high school diploma and 3+ years of work experience are required; a 4-year technical degree is preferred.
  • Manufacturing or previous field service experience preferred but not necessary
  • Desire to go above and beyond for customers with a sense of urgency
  • Professional communication skills required
  • Computer Skills: the ability to navigate and use a desktop computer, including internet browsers and Microsoft 365
  • Attitude: Strong desire to succeed as part of a team; interest in contributing to positive company culture; willingness to persist until the job is done right for the customer
  • Attention to detail: Thoroughness in accomplishing a task in all areas, no matter how small.
  • Strong mechanical skills and knowledge of mechanical systems, equipment, and machinery
  • Experience in mechanical service coordination or project management preferred
  • Knowledge of mechanical resources and services
  • Ability to maintain confidentiality and handle sensitive information
  • Proficiency in mechanical software applications and tools

 

Company DescriptionMachinery manufacturer.Company DescriptionMachinery manufacturer.