What are the responsibilities and job description for the Field Service Coordinator position at ETC?
ETC is seeking a highly organized and detail-oriented Field Service Coordinator to join our dynamic team. In this role, you will be responsible for ensuring smooth and efficient operations for our department and Field Engineers.
If you are a proactive individual with strong communication skills, the ability to handle multiple tasks at once, and the flexibility to adapt to changing priorities then this is the right job for you.
Benefits at ETC includes 4 weeks of paid time off in your first year, excellent health insurance benefits on day one, multiple retirement benefits, an at-cost deli, a free fitness center, and having a great workplace with amazing coworkers/co-owners!
If this position is of interest to you, please apply today at www.etcconnect.com/careers. If you have any questions about this position or the recruitment process, please contact Ge Xiong at 608.824.5148 or via email to Ge.Xiong@etcconnect.com. We look forward to hearing from you!
- Processes and approves department/contract technician paperwork and billing
- Codes billing/invoices properly and forwards to the appropriate departments
- Ensures technician has the appropriate paperwork for each scheduled job.
- Checks post-job paperwork for accuracy and approves invoices in a timely fashion.
- Identifies issues with department paperwork and resolves appropriately.
- Ensures factory personnel have turn-on report, corrected drawings and expense report.
- Keep accurate track of job costs and publish monthly report detailing costs for Director of Technical Service
- Compiles internal and external field service technician expenses
- Implements a streamlined paperwork system that allows technicians to focus on other tasks
- Coordinates communication with Authorized Service Providers
- Sends invoice reminders to technicians to keep invoicing current
- Maintain Zenerg Report in SAP and contact technicians when overdue for paperwork
- Makes sure that the technicians have business cards
- Ensure that the technicians are notified of the need for training
- Communicates with new techs about the training requirements
- Assists with the coordination of training held 8 - 10 times per year
- Teaches a class during training on policy and procedure
- Provides customer support to our Authorized Service Centers and Authorized Providers
- Ensures communication occurs between Field Service staff whether internal or external and the factory
- Coordinates with Project Management to ensure that the technician is given all necessary support on the job site.
- Alerts Project Manager of any open issues post turn on.
- Communicates with Accounting on any billing, invoice-related issues.
- Coordinates and maintains the Field Service schedule.
- Enters turn on dates and system commissioning requests into database and calendar accurately.
- Analyzes and clarifies customer request to ensure the proper service and/or technician is provided.
- Selects appropriate technician based on job size, complexity, location, costs and customer requests.
- Ensures database and calendar are kept current with job and technician information.
- Responds to technicians’ questions accurately and appropriately.
- Enters information into business systems as required
- Maintains department documentation and databases.
- Ensures files are kept current and orderly
- Reviews and updates information tracked in database to guarantee it is current and accurate.
- Provides quality service to ETC customers by:
- Investigate and processing customer invoices
- Provide positive and professional communication
- Resolve customer conflicts efficiently and in a timely manner
- Prepare Customer Complaint Forms (CCF) in accordance with ISO protocol
- Monitors and maintains ISO processes within department.
- Processing orders, answering inquiries, tracing packages, directing phone calls, etc.
- Coordinates Training on Business system changes
- Receives training on all new processes and assists in training staff members
- Is the resident “expert” on SAP
- Provides additional support for the department.
- Routes calls to the appropriate technician, project manager, scheduler, or other appropriate personnel.
- Other duties as assigned.
- Complete special projects and requests in a timely fashion.
- Associates degree (Bachelor’s preferred) or 4-8 years of comparable work experience
- 3 - 5 years of previous job-related experience
- Excellent communication, organizational, and interpersonal skills with ability to integrate with many different personalities
- Strong organizational skills
- Computer skills
- Customer service skills
- Able to work well under pressure and remain flexible
- Familiarity with basic office equipment and MS office applications
- Ability to multi-task
- Ability to work weekend and evenings as required
