Customer Service Coordination Manager - Field Services | Direct Hire!

Customer Service Coordination Manager – Field Services

Location: On-Site
Schedule: Monday–Friday, 7:30 AM–4:30 PM
Employment Type: Full-Time
Salary: $100,000–$115,000 per year
Travel: Up to 25% as needed

About the Role

We are seeking an experienced Customer Service Coordination Manager – Field Services to serve as the primary technical and operational point of contact for customer field service requests.

This position manages the customer experience from initial request through project completion, including technical intake, troubleshooting coordination, work order development, scheduling, resource allocation, customer communication, and project closeout.

The ideal candidate combines technical knowledge of electrical equipment and power distribution systems with strong project management, communication, and organizational skills. This role works closely with customers, field service technicians, Engineering, Operations, Quality, Project Management, Supply Chain, and other internal teams to ensure field service activities are properly scoped, scheduled, resourced, and executed.

This is an excellent opportunity for someone who enjoys taking ownership, solving technical problems, coordinating multiple priorities, and helping build scalable processes within a growing organization.

Key Responsibilities

Customer Service & Technical Coordination

• Serve as the primary point of contact for customer phone calls and emails related to field service, startup, commissioning, troubleshooting, warranty, and site support.
• Conduct initial technical intake and discovery to understand customer needs, urgency, site conditions, scope, and required resources.
• Evaluate service requirements and coordinate appropriate technical and operational resources.
• Clarify customer expectations, project constraints, timelines, and site requirements.
• Maintain clear, professional communication with customers throughout the service process.
• Provide customers with regular updates regarding schedules, execution plans, progress, and next steps.
• Serve as the first-line technical liaison between customers and internal teams.

Field Service Project Management

• Manage field service activities as technical projects from initial request through completion.
• Develop and maintain project scope, objectives, deliverables, schedules, risks, and execution plans.
• Coordinate multiple field service projects simultaneously while maintaining priorities and schedule commitments.
• Monitor project progress and proactively identify and resolve technical, scheduling, and resource-related challenges.
• Develop and distribute project updates, action-item lists, and status communications to customers and internal stakeholders.
• Escalate technical issues, conflicts, and project blockers to the appropriate teams for resolution.
• Coordinate customer, supplier, and field service requirements related to training, certifications, safety, and site access.

Internal & Cross-Functional Coordination

• Partner with Engineering, Operations, Quality, Project Management, Supply Chain, and suppliers to resolve and document technical issues.
• Ensure internal teams have clear visibility into project scope, timing, responsibilities, and customer requirements.
• Provide field service technicians with complete job packages, including drawings, procedures, scope details, site requirements, and other necessary documentation.
• Interpret, develop, and improve technical instructions, procedures, presentations, Excel reports, and other documentation for customers, technicians, and internal teams.
• Establish feedback loops with Sales, Engineering, Project Management, Operations, Quality, and Supply Chain teams to identify trends and opportunities for continuous improvement.
• Use project data and metrics to identify lessons learned and improve upstream processes.

Planning, Scheduling & ERP/CRM Management

• Oversee the creation and closeout of quotes, purchase orders, internal work orders, part numbers, and ERP/CRM transactions supporting field service activities.
• Maintain accurate project and service information within ERP, CRM, and project management systems.
• Coordinate field service resource scheduling and maintain an accurate resource calendar.
• Communicate project schedules and changes to appropriate stakeholders.
• Identify and escalate scheduling conflicts or resource constraints.
• Coordinate and delegate activities related to quotes, purchase orders, work orders, parts lists, ERP transactions, and project documentation.
• Maintain strong data integrity and ensure service activities are properly documented from intake through closeout.

Qualifications

• Associate or Bachelor's degree in Electrical Engineering, Engineering, or a related technical field strongly preferred.
• 5–8 years of experience in technical project management, field service coordination, electrical service operations, or a related field.
• Candidates with 8–10 years of direct switchgear or field service coordination experience may be considered in lieu of a degree.
• Experience working with electrical switchboards, switchgear, power distribution equipment, or similar industrial electrical systems strongly preferred.
• 3–5 years of experience working with ERP systems, CRM platforms, project management software, or related databases.
• Strong technical judgment and structured problem-solving abilities.
• Excellent verbal, written, and interpersonal communication skills.
• Strong organizational skills with the ability to manage multiple projects and priorities simultaneously.
• Ability to coordinate across multiple departments and hold teams accountable for project execution.
• Strong technical writing and documentation skills.
• Proficiency with Microsoft Office, including Outlook/Email, Word, Excel, and PowerPoint.

Technical Skills

• Working knowledge of electrical switchboards, switchgear, and power distribution equipment.
• Ability to interpret electrical drawings, one-line diagrams, schematics, and service documentation.
• Familiarity with UL 891 and ANSI C37 standards.
• Experience working with ERP/CRM systems and project tracking tools.
• Ability to translate technical requirements into clear work instructions and project documentation.

What We're Looking For

The ideal candidate is a technically strong, customer-focused problem solver who can manage projects while communicating effectively with customers and internal teams. You should be comfortable working in a fast-paced environment, managing competing priorities, and taking ownership of projects from start to finish.

If you have experience with switchgear, electrical distribution equipment, field service, technical project management, and customer coordination, we encourage you to apply.