Field Service Coordinator

Skyline Windows is a fourth generation family owned and operated business. We are best known for designing, manufacturing, and installing custom windows, window wall systems, and terrace doors. All of our products are made to order based on our clients project specifications. From landmarks to new construction, high end residential to high volume commercial, we do it all!

Position Summary:

The Field Service Coordinator will be the point of contact for Service Department to provide support in the areas of customer scheduling, ordering of material and inventory management.

Essential Functions:

• Communicate with customers (phone, chat, and email) and proactively monitor and follow up on all requests, daily, to ensure that customers receive timely resolutions.
• Utilize a CRM system to collect and record service requests, review them, and work towards resolving them promptly and efficiently.
• Order parts from vendors and warehouse acknowledgment of orders and creating POs on timely basis.
• Scheduling of repair appointments and coordinates with client on scheduled repair dates
• Confirm appointments and prepare clients with the terms and conditions of the service work.
• Process and manage the service requests for either parts or repairs for new and existing Skyline Windows
• Works with the service team to provide updates on scheduled work
• Ability to estimate jobs in a timely manner
• Verify receiving of materials and inventory ordered & update materials ETAs in the database.
• Track and perform cycle counts and inventory levels to regulate replenishment levels.
• Prepare trucks with next-day parts and units.
• Ensures outgoing work is wrapped with protective materials by Field Technicians.
• Track maintenance of Service Department trucks to ensure fleet is in good working order.
• Fleet maintenance of cleanliness of vehicles and that vehicles have necessary product inventory.
• Assist with all in-house related projects as required.
• Review current jobs in pipeline with Service Manager and Customer Service Manager
• Adhere to all procedures and processes given by the Managers.

Knowledge, Skills & Abilities:

• Strong verbal communication and exceptional customer service skills are required for this role. In-depth knowledge of customer service principles and practices is essential. The candidate should be able to work efficiently in a fast-paced environment and possess the ability to de-escalate customer complaints.
• The ideal candidate should be a self-starter who can take ownership of tasks and execute them independently. They should feel secure in our commitment to providing a supportive work environment, be able to adapt to shifting priorities, and be flexible in handling changes.
• Advanced troubleshooting and multi-tasking skills are necessary and should be results-oriented. Proficiency in MS Office, CRM, and intermediate-level Excel is required.
• This is a multi-functional role, and the candidate should be able to answer and respond to calls courteously to provide exceptional customer service to both internal and external customers.
• Ability to handle multiple tasks, prioritize, and stay organized to ensure timely and accurate work.
• Track and monitor assigned reports to complete those tasks within the allocated time.
• a cross-trained environment to meet deadlines.
• Able to read a tape measure

Experience & Education:

• A minimum of two years of related work experience in an office environment.
• Service/Repair work industry experience a plus
• College Education preferred or similar work experience

Core Competencies:

• Uncompromised integrity
• Results-oriented mindset
• Problem Solving
• Communication Proficiency
• Ability to work in a cross-trained and multi-function position
• Adhering to all department procedures and processes

Physical Requirements:

• Ability to sit for extended periods during the shift.
• Ability to walk or move around as needed throughout the shift.
• Ability to use a computer and keyboard during the shift.
• Ability to use a telephone with a handset or headphones
• Ability to perform repetitive data entry tasks on a keyboard for extended periods during the shift