Field Service Installation Coordinator

Objectives:

Responsible for providing the day-to-day admin and communication of customer support. Responsible for facilitating the efficient and effective operations of our field service technicians and third-party service providers. This role involves coordinating schedules, managing resources, and ensuring that our technicians have all the necessary tools and information to deliver outstanding service to our customers. The Field Service/Installation Coordinator will work closely with various internal departments to optimize field service operations and uphold our commitment to customer satisfaction.

Responsibilities/ Activities:

KEY ACTIVITIES/

RESPONSIBILITIES • Serves as the primary point of contact for customer engagement and onboarding with respect to Douglas Aftermarket and a point of contact for maintaining customer relationships. Duties include, but are not limited to: a. Answering incoming communications and ensuring the communications are answered and/ or routing to the appropriate personnel or department (if outside of Aftermarket).

b. Organizes supporting efforts for customers and/or vendors visiting the Douglas factory.

• Serves as the primary point of contact for customers by gathering essential job site information, confirming service/install appointments, providing status updates on technician arrival times, and addressing any concerns or issues promptly
• Responds to customer inquiries, resolves issues, and escalates complex problems to the appropriate personnel.
• Efficiently schedules field service appointments considering Douglas technician or thirdparty service provider (TPSP) availability, customer needs, and geographic proximity.
• Assists in resolving scheduling conflicts or emergencies that may arise during service calls.
• Schedules and dispatches Douglas field technicians to job sites in a timely manner, optimizing routes and workload.

a. Use of a company’s travel agency to minimize costs and ensure efficiency of travel.

b. Ensures field technicians have the necessary tools, equipment, paperwork, and materials to perform their duties effectively.

c. Relays important information, such as customer instructions, safety protocols, and scheduling changes.

• Maintains Douglas’s relationship with TPSPs, duties include

a. Maintains database of TPSP ensuring contact information is current and accurate in the CRM and AccountMate ERP software b. Issues purchase orders to third-party service providers as required, communicating customers’ needs.

c. Provides documentation required for reporting of service actions, commissioning & demonstrations tasks, and related manuals, drawings, and other information required for services.

d. Maintains communication flow with TPSPs and customers e. Monitor and track TPSP costs and invoicing.

• Maintains inventory of equipment and supplies, reordering as needed.
• Maintains a schedule of repair and/or calibration of Douglas technician tools and instrumentation.
• Fosters clear communication between Douglas field service technicians and the office (i.e., Technical Support, Engineering, Production).
• Maintains accurate records of service requests, work orders, service/install and commissioning reports, and job history folders.
• Generates, distributes, and files service/install reports as needed.
• Identifies areas for improvement and implements process enhancements to optimize service delivery.
• Ensures that Douglas field service technicians adhere to safety regulations and guidelines.
• Promotes a culture of safety within the department.
• Prepares regular reports on field service performance, including key metrics and KPIs, as requested by management.
• Presents findings to management for performance evaluation and decisionmaking.

Qualifications/Training:

• A twoyear post high school diploma/certificate in electromechanical technology and a minimum of 3 years related experience, OR a high school diploma and a minimum of 5 years of customer service experience, preferably in a technical environment.
• Proven experience as a field service coordinator or dispatcher, preferably in a serviceoriented industry.
• Strong communication skills, both verbal and written.
• Exceptional organizational skills, attention to detail, and multitasking abilities.
• Ability to work in a fastpaced environment and adapt to changing priorities.
• Customerfocused with a commitment to providing excellent service.
• Ability to remain calm and make quick, informed decisions in highpressure situations.
• Knowledge of the machinery industry and service offerings is a plus.
• Project management experience is a plus.
• Proficiency in Microsoft Suite Applications (Word, Excel, Access, & PowerPoint), as well as Internet software and Email, is required.
• The employee is occasionally required to lift up to 25 pounds.