What are the responsibilities and job description for the Field Service Coordinator position at G. W. Becker, Inc.?
Field Service Coordinator
SUMMARY
The Field Service Coordinator supports the Field Service Manager in the daily operations of the Field Service Department by coordinating technician schedules, managing service requests, and ensuring efficient execution of field work. This role serves as a central point of communication between customers, Field Service Technicians, and internal teams, helping to optimize workflow and maintain a high level of customer satisfaction.ESSENTIAL FUNCTIONS
· Coordinate and schedule Field Service Technicians for service calls, preventive maintenance, inspections, and installations in alignment with priorities set by the Field Service Manager.
· Act as the primary point of contact for incoming service requests and dispatch technicians accordingly. This would include receiving after-hours calls to accommodate customer break downs.
· Monitor technician schedules, availability, and job progress; communicate conflicts or capacity issues to the Field Service Manager.
· Communicate with customers regarding scheduling, job status, and service updates.
· Support technicians by ensuring they have accurate job information, documentation, and access to required resources.
· Track open jobs and follow up to ensure timely completion and proper closeout.
· Review service documentation for completeness and accuracy; escalate discrepancies as needed.
· Coordinate with internal departments (parts, sales, operations) to support field service execution.
· Identify scheduling inefficiencies or service issues and recommend improvements to the Field Service Manager.
· Escalate customer concerns, technician performance issues, or resource constraints to the Field Service Manager.COMPETENCIES
· This position does not have direct supervisory responsibilities.
· Provides coordination and scheduling support to Field Service Technicians but does not have authority over hiring, performance management, disciplinary actions, or PTO approval.POSITION TYPE / EXPECTED HOURS OF WORK
SUMMARY
The Field Service Coordinator supports the Field Service Manager in the daily operations of the Field Service Department by coordinating technician schedules, managing service requests, and ensuring efficient execution of field work. This role serves as a central point of communication between customers, Field Service Technicians, and internal teams, helping to optimize workflow and maintain a high level of customer satisfaction.ESSENTIAL FUNCTIONS
· Coordinate and schedule Field Service Technicians for service calls, preventive maintenance, inspections, and installations in alignment with priorities set by the Field Service Manager.
· Act as the primary point of contact for incoming service requests and dispatch technicians accordingly. This would include receiving after-hours calls to accommodate customer break downs.
· Monitor technician schedules, availability, and job progress; communicate conflicts or capacity issues to the Field Service Manager.
· Communicate with customers regarding scheduling, job status, and service updates.
· Support technicians by ensuring they have accurate job information, documentation, and access to required resources.
· Track open jobs and follow up to ensure timely completion and proper closeout.
· Review service documentation for completeness and accuracy; escalate discrepancies as needed.
· Coordinate with internal departments (parts, sales, operations) to support field service execution.
· Identify scheduling inefficiencies or service issues and recommend improvements to the Field Service Manager.
· Escalate customer concerns, technician performance issues, or resource constraints to the Field Service Manager.COMPETENCIES
- Strong organizational and time management skills with the ability to manage multiple priorities.
- Excellent communication skills, both verbal and written, with a customer-focused approach.
- Ability to identify problems and coordinate effective solutions in a timely manner.
- Strong attention to detail and commitment to accuracy and thoroughness.
- Ability to work collaboratively with technicians, customers, and internal teams.
- Demonstrates initiative and the ability to work with minimal supervision.
- Ability to remain calm and effective in a fast-paced, dynamic environment.
- Proficient in computer systems, scheduling software, and service management tools.
- Commitment to continuous improvement and learning.
- Adherence to company policies, procedures, and safety standards.
- Ability to work within defined authority levels and appropriately escalate personnel or operational issues.
- While performing the duties of this job, the employee is regularly required to sit, talk, and hear.
- The employee is occasionally required to stand, walk, and use hands to handle or feel objects.
- This position may occasionally require lifting and/or moving up to 25 pounds.
- This position primarily operates in an office environment.
- Occasional visits to shop or field environments may expose the employee to moving mechanical parts, noise, and industrial conditions.
· This position does not have direct supervisory responsibilities.
· Provides coordination and scheduling support to Field Service Technicians but does not have authority over hiring, performance management, disciplinary actions, or PTO approval.POSITION TYPE / EXPECTED HOURS OF WORK
- This is a full-time position. Regular hours of work are Monday through Friday, 7:00 a.m. to 3:30 p.m.
- Additional hours may be required based on service demands.
- Limited travel may be required for training or occasional field support.
- High school diploma or general education degree (GED) required.
- Associate degree or relevant technical or business training preferred.
- Minimum of 2–5 years of experience in a service, dispatch, or coordination role, preferably in an industrial or field service environment.
- Prior experience in overhead cranes, industrial equipment, or related field is a plus.
- Strong computer skills, including Microsoft Office and service management software.
- Ability to understand technical terminology related to mechanical and/or electrical systems is preferred.
- Valid driver’s license may be required.