Field Service Coordinator

Job Summary: J.M. Equipment is looking for a Field Service Coordinator to take incoming calls and help facilitate the dispatch of our service technicians to make needed repairs to equipment. In this role, it’s your responsibility to carefully listen to each caller, obtain vital information over the phone, take note of the schedules of technicians and swiftly respond to the request. You must ensure that a service team member attends to each customer and you must keep organized notes or records of these calls in our database. Aside from dispatching, your other duties may include invoicing customers, formal and informal quoting, organizing of service calls and maintaining work in process. Provide administrative support to the Service Department to meet the highest industry standards.

Essential Duties and Responsibilities: include the following and other duties as assigned:

• Field Service Coordinator answer incoming phone calls to schedule service appointments for customers
• Field Service Coordinators gather detailed address information from customers and get a basic overview of the service issue. They then relate these details to the service crew that will answer the call. Field Service Coordinators prioritize service requests and schedule jobs accordingly to address the most urgent customer needs as quickly as possible
• Field Service Coordinators use maps and GPS programs to plan routes for service crews, so they get to their destinations by the most efficient means possible. This involves staying up to date on construction, accidents, traffic, and other situations that may hinder service crews, and alerting crews to these issues
• Field Service Coordinators answer incoming emails, skype or face time calls from service techs, who report when they arrive at and leave jobs, obtain status of jobs and log this information into the dispatch system. This includes addressing any emergency situations service techs may encounter and relaying information to management or other departments as needed
• Field Service Coordinators answer customer questions, address customer problems and provide requested documentation
• Maintain the Service Technicians daily schedules and dispatch the technicians as service calls are completed. Communicate with other departments and schedule return trips with customers when parts are in. Maintain the on-call schedule for service technicians. Maintain customer database with current information. Clear and concise communications with department managers, employees and company customers, including keeping customers appraised as to company schedule and requested lead-times. Prepare service invoices and timecards for processing
• Schedule and coordinate all service calls as calls are received
• Create dispatch ticket for all service calls
• Dispatch Service Technicians, one call at a time
• Schedule Service Technicians at the end of each day from home to first call
• Debrief Service Technicians after completion of each call
• Respond to all messages left overnight and weekends/holidays
• Maintain the dispatch screen / schedule
• Forecast workload for 2 – 3 days out
• Contact customers with a “Parts Pending” status as parts are received for scheduling
• Follow up on all pending and recommended work with customers utilizing our CSS representatives if needed
• Maintain the PM agreements, including billing, scheduling, and staging of materials, database information, customer hard files and renewals
• Respond to all inquiries by Sales Department or other internal staff regarding customer job status
• Reporting of all repeat jobs and failed truck information to Service Manager
• Facilitate the ordering of parts for special orders and approved quotes.
• Update customer files as information is received from installation. (Extended warranties, equipment info, new customer contacts, etc.)
• Type service quotes for customers as needed
• Maintain on call schedule, to include 1st on call and standby technician
• Maintain customer history files in database
• File service orders
• Prepare paperwork for all manufacture warranty parts including holding technicians accountable to provide needed information to properly file for warranty claims
• Facilitate return of warranty parts and ensure proper documentation of warranty parts storage
• Maintain service work in process with an eye on aging
• Compare service time cards and work orders to service schedule
• Compare time cards to GPS Report

• Check service time cards for accuracy

• Other duties as assigned

Educational Requirements:

• High School diploma or equivalent
• Intermediate to Expert computer skills
• Microsoft Outlook, Excel and Word
• General knowledge of service area and surroundings, ability to read maps

Physical Requirements: must be able to meet the following physical demands

• Walk, stand, sit, bend, stoop, reach, push, pull, squat, kneel, twist
• Lifting requirement to a maximum of 50 lbs.

Other Requirements:

• Advanced customer service skills
• Ability to multi-task
• Highly Organized
• Geographical knowledge of service area or map reading skills

• Knowledge of industry is recommended but not required

Job Type: Full-time

Pay: $20.00 - $26.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift

Education:

• High school or equivalent (Required)

Experience:

• Microsoft Office: 1 year (Required)
• Customer Service: 1 year (Required)

Work Location: One location