Field Service Operations Coordinator
2 weeks ago
As a pivotal member of our team, you will be expected to take full ownership of your role while demonstrating exceptional communication skills.
Key Qualifications for the Role:
- Outstanding customer service abilities
- Effective communication with various departments and customers
- Understanding of generator and electric motor schematics
- Ability to review documentation and proactively devise strategies for technicians
- Research skills to identify the most efficient solutions for issues
- Experience with engines or mechanical devices
- Knowledge of the distinctions between OEM and aftermarket components
- Minimum of 2 years experience in routing and dispatching service technicians
- Proven ability to handle escalated customer situations
Core Responsibilities:
• Collaborate closely with service teams, field engineering, and motor shop managers to effectively schedule customer appointments with the right technicians.
• Partner with inside sales to follow up on quotes and ensure the completion of outstanding jobs as parts become available.
• Work alongside management to guarantee the successful completion of service orders through the PMR and billing processes, including liaising with vendors for warranty or startup requirements.
• Coordinate after-hours calls and schedules with technicians and managers, ensuring efficient dispatch of emergency calls.
• Collaborate with accounting to manage customers on credit hold, preventing additional charges until accounts are settled.
• Perform other assigned duties as necessary.
A successful candidate will possess a positive demeanor and the ability to communicate effectively with employees, technicians, managers, and executives in a service-oriented environment. Ideal candidates will have a genuine passion for both people and their work.
Applicants should be capable of fulfilling the physical demands of the position, which include standing or walking for extended periods, reaching with hands and arms, and occasionally lifting or moving up to 25 pounds. Specific vision abilities required for this role include close vision and the ability to adjust focus.
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