Coordinator, Field Services

Essential Duties and Responsibilities

• Serve as a primary point of contact for field service requests.
• Gather and document complete service request details.
• Coordinate with internal teams to ensure efficient and accurate resolution of customer needs.
• Maintain consistent follow-up and communication with customers throughout the service process.

• Coordinate technician schedules across multiple regions, aligning service needs with technician availability, skillset, and geographic location. Proactively manage scheduling changes, and urgent requests to maintain service levels.

• Triage incoming technical support requests and route them to appropriate internal resources.
• Facilitate communication between customers and technical teams to support timely troubleshooting and issue resolution.

• Prepare, update, and track service-related documentation, including quotes, purchase orders, outcomes, and service orders.
• Monitor open quotes and follow up to ensure timely completion.

• Track technician labor hours and service-related expenses.
• Support invoicing by verifying required documentation and resolving discrepancies as needed.

• Maintain accurate and up-to-date service records within Salesforce.
• Update case statuses, track service activity, and ensure data consistency and visibility.

• Partner with Sales, Applications, Engineering, and Service teams to support service execution and customer satisfaction.