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Field Service Coordinator
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Vacuum Technique LLC
Michigan City, IN (In Person)
Full-Time
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Job Description
Field Service Coordinator
Your role As a Service Coordinator, your mission is to support the VTS Field Service and Service Sales teams by scheduling field service repairs of vacuum equipment and providing regular updates to the Field Service Manager and Business Line Manager. You will report to the Workshop Manager.
You will:
- Administer the forward planning of all open orders, ensuring that service department requirements are met in a timely and efficient manner.
- Support the VTS Field Service Manager and coordinate Field Service Engineers' work schedules to maximize efficiency and minimize work in progress.
- Ensure orders are correctly allocated and released to the FSE before the scheduled visit date.
- Ensure all parts are available and located in the FSE's storage area or at the customer site prior to the visit.
- Liaise with customers via phone or email to arrange and confirm service visits, ensuring they are fully informed of the work to be completed and the scheduled date.
- Enter and maintain all orders to ensure work is correctly allocated, enabling quality reports to be generated through SAP reporting facilities and other tools.
- Regularly liaise with the Business Development Manager, Field Service Manager, FSEs, internal departments, and other Service Centers to expedite customer requests.
- Regularly liaise with the Business Development Manager and Field Service Manager to identify and resolve operational or planning issues effectively and efficiently.
- Collate information from FSEs to accurately record and maintain customer records and information.
- Maintain the open service issues log and support weekly online review meetings.
- Undertake ad hoc project work as required. To succeed, you will need We encourage you to apply even if you do not meet every single requirement. We value diverse experiences and perspectives and are excited to see what you bring to the role.
- Minimum of 2 years of relevant service coordination and/or dispatch experience.
- High school diploma required; some college preferred.
- Experience working in a fast-paced and complex environment, with the ability to coordinate effectively, adapt to changing plans, and think ahead.
- Strong analytical and planning skills.
- Strong knowledge of CRM systems; SAP or C4C experience preferred.
- Ability to work in a high-stress environment while maintaining a calm and professional demeanor.
- Excellent planning capabilities with a focus on continuous improvement.
- Strong empathy and commitment to internal and external customer service.
- Good business understanding and cost consciousness.
- Clear and effective verbal and written communication skills.
- Ability to multitask proficiently and adapt to frequently changing priorities.
- Excellent verbal and written English skills.
- Comfort with frequent phone communication.
- Proficiency in Microsoft Office, including Word and Excel.