Torchora
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Key Responsibilities and Required Skills for Field Service Coordinator

💰 $45,000 - $65,000

OperationsCustomer ServiceLogisticsAdministration

🎯 Role Definition

As a Field Service Coordinator, you are the central hub of our field operations. You will be the critical link between our valued customers and our skilled technical team, ensuring that service requests are handled with speed, precision, and a commitment to excellence. This role requires a master of logistics and communication, someone who thrives in a fast-paced environment and takes pride in orchestrating complex schedules to solve customer needs efficiently. You are not just a scheduler; you are a problem-solver, a customer advocate, and a key driver of our operational success and brand reputation.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Customer Service Representative
  • Dispatcher
  • Administrative Assistant

Advancement To:

  • Senior Field Service Coordinator / Team Lead
  • Field Service Manager
  • Operations Manager

Lateral Moves:

  • Project Coordinator
  • Logistics Planner
  • Customer Success Specialist

Core Responsibilities

Primary Functions

  • Act as the primary point of contact for customers, technicians, and internal departments regarding all service-related activities and inquiries.
  • Efficiently schedule and dispatch field service technicians to customer sites, strategically considering location, skill set, availability, and job priority to optimize response times.
  • Manage the complete lifecycle of service orders within our system, from initial creation and scheduling through to technician debriefing, parts consumption, and final closure for invoicing.
  • Maintain and meticulously update the service management system (CRM/ERP) with accurate, real-time information on job status, technician notes, travel times, and customer communications.
  • Proactively communicate with customers to confirm appointments, provide estimated times of arrival, deliver status updates on ongoing work, and ensure a high level of overall satisfaction.
  • Triage and prioritize incoming service requests via phone, email, and customer portals, assessing urgency and impact to ensure critical issues are addressed with appropriate speed.
  • Monitor active technician schedules and dynamic dispatch boards to optimize routes, maximize productivity, and effectively respond to emergency service calls or scheduling changes.
  • Prepare and distribute all necessary documentation to field technicians, including detailed work orders, technical guides, site-specific safety protocols, and parts information.
  • Collaborate closely with the parts and logistics teams to confirm the availability and orchestrate the timely delivery of required parts and equipment for scheduled service jobs.
  • Review and process completed technician service reports, verifying the accuracy of labor hours, parts used, and detailed work descriptions to ensure precise and timely customer billing.
  • Handle customer escalations with professionalism and a sense of urgency, investigating issues thoroughly and coordinating with management to achieve a satisfactory resolution.
  • Facilitate the return material authorization (RMA) process for defective parts or equipment returned from the field, ensuring proper tracking and crediting.

Secondary Functions

  • Generate and analyze key service performance reports, tracking metrics such as first-time fix rate, response time, technician utilization, and mean-time-to-repair.
  • Support the management of service contracts and preventive maintenance (PM) schedules, proactively scheduling PM visits to meet contractual obligations and prevent equipment failure.
  • Assist in managing inventory levels for technician van stock, coordinating with the warehouse team for replenishment to minimize service delays caused by part shortages.
  • Verify customer warranty status and service agreement entitlements prior to dispatching technicians to ensure accurate billing and service delivery.
  • Contribute to the continuous improvement of service coordination processes, tools, and workflows by identifying inefficiencies and recommending practical solutions.
  • Participate actively in daily or weekly service team meetings to discuss upcoming jobs, ongoing challenges, and best practices for enhancing operational efficiency.
  • Provide essential administrative support to the field service team, which may include assisting with expense reporting, timesheet verification, and travel arrangements.
  • Assist in the onboarding and system training for new field service technicians, ensuring they understand scheduling, reporting, and communication protocols.
  • Ensure all service activities are conducted in compliance with company policies, environmental health and safety (EHS) standards, and relevant industry regulations.
  • Support ad-hoc data requests and exploratory data analysis to provide insights into service trends and operational performance.

Required Skills & Competencies

Hard Skills (Technical)

  • CRM/FSM Software Proficiency: Hands-on experience with Field Service Management (FSM) software (e.g., ServiceMax, ClickSoftware) or robust CRM platforms (e.g., Salesforce, MS Dynamics).
  • ERP Systems: Familiarity with Enterprise Resource Planning (ERP) systems like SAP, Oracle, or NetSuite for order processing and inventory look-up.
  • Microsoft Office Suite: Advanced proficiency in Microsoft Office, particularly Excel for reporting and data manipulation, Outlook for communication, and Word.
  • Dispatching & Scheduling Tools: Proven ability to use dispatching software and scheduling tools to manage complex technician calendars and routes.
  • Geographical Knowledge: Strong understanding of local and regional geography for efficient routing and technician assignment.
  • Fast & Accurate Typing/Data Entry: Skill in quickly and accurately entering data into multiple systems to maintain real-time records.

Soft Skills

  • Exceptional Communication: Superior verbal and written communication skills for clear, concise, and professional interaction with customers, technicians, and internal teams.
  • Multitasking & Prioritization: Ability to thrive in a fast-paced, high-pressure environment by effectively managing multiple competing priorities simultaneously.
  • Problem-Solving: Strong analytical and critical-thinking skills to quickly assess situations, identify root causes of problems, and implement effective solutions.
  • Organizational Acumen: Meticulous organizational skills with a high degree of attention to detail to ensure no service request or follow-up action is missed.
  • Customer-Centric Mindset: A genuine passion for providing outstanding customer service and the ability to remain calm, empathetic, and professional, especially during escalations.
  • Adaptability: Flexibility to adapt to changing schedules, unexpected emergencies, and evolving business processes.

Education & Experience

Educational Background

Minimum Education:

  • High School Diploma or GED equivalent.

Preferred Education:

  • Associate's or Bachelor's Degree.

Relevant Fields of Study:

  • Business Administration
  • Logistics & Supply Chain Management
  • Communications
  • Operations Management

Experience Requirements

Typical Experience Range:

  • 2-5 years of experience in a coordination, dispatch, high-volume customer service, or logistics role.

Preferred:

  • Direct experience in a field service or technical support environment is highly preferred.
  • Demonstrated experience managing service orders and dispatching technical personnel in a dynamic setting.
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