Field Service Operations - Service Coordinator

Field Service Operations - Service Coordinator Summary: Responsible for planning, coordinating, and overseeing field service activities related to mechanical overhauls, repairs, and service execution. Ensures all work aligns with customer specifications, contractual agreements, and quality standards while driving continuous improvement in service delivery. The local service team consists of a total of 30 people, including superintendent engineers, service engineers, and mechanics.   Key Job Responsibilities: Plan and schedule field service engineers for maintenance, repairs, and technical support. Create and manage tickets in Cloud For Service (C4S) including pulling reports for local management Manages field service engineers schedules via Field Service Management System (FSM) Ensure all service related information is accurately communicated to the order management team, supporting MAN’s quote to cash process. Assign service tasks based on workload, expertise, and availability. Adjust schedules and priorities in response to urgent service requests or unforeseen challenges Serve as the primary point of contact for customers regarding service scheduling, status updates, and issue resolution. Coordinate with sales and technical teams to deliver excellent customer service. Address customer concerns, ensuring prompt and professional responses Manages local service mailbox and provides response to customers within 24 hours Provide updates on outstanding service jobs to service manager. Supports local workshop scheduling and coordination Follow up on the one “day at home” reporting and ensure all engineers provide their reports (technical, travel, etc.) on time Ensure all reports are done prior to engineers being dispatched to a new job. Hand over meeting with engineers so engineers understand the scope of work, what has been quoted, days, total amount etc. Schedule and coordinate vacations with field service engineers Read and understand purchase orders, scope of work, terms and conditions, currency, delivery dates, etc. Check customer’s payment terms in customer snapshot prior to accepting a job Provide after-hours support for urgent customer needs, including responding to phone calls and emails outside of normal working hours, which may include weekends and holidays. Support continuous improvement initiatives to enhance service operations and resource utilization Ensure complete compliance with MAN’s Company Code of Conduct Required Education: Associates Degree from a 4-year college or university; or three to four years related experience and/or training; or equivalent combination of education and experience.   Required Experience: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Advanced analytical skills. Understands basis of KPI’s and is able to perform operational simulations and statistical analyses. Able to manage several jobs simultaneously. Organized. Experience managing multiple projects and tasks at once with tight deadlines   Desired Experience: N/A   Required 3rd party Certifications/Qualifications: N/A   Other skills: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak and write in English is required. Ability to speak effectively before groups of customers or employees of organizations. Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.  Ability to apply concepts of basic algebra and geometry. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to adopt and live up to the company’s Core Values.