Position Overview:

Under the direction of the Director of Field Service, the Field Service Coordinator will be responsible for and drive the performance of the FSA team dedicated to serving our company's Field Service Technicians and Independent Service Providers (ISPs) in accordance with company policies and procedures. Responsibilities of the Coordinator will include all elements of daily team operations and performance, including managing team schedules and workloads, coaching, advising leadership on process efficacy and improvements, in alignment with delivering outstanding customer experiences.

Responsibilities:

· Collaborate with the service coordinator lvl II to ensure adequate service levels are met and service documentation is current.

· Provide service coordinator lvl III and Sr Sales Mgr weekly service/defect reports

· Manage parts inventory

· Manage parts ordering

· Take all inbound customer service calls (estimated to be about 15-20% of workload)

· Assist field technicians in troubleshooting

· Create service SOPs

· Manage open box inventory and refurbishment process

· Maintain parts lists and technical drawings

· Seek, promote, generate, and communicate potential sales leads to outside sales staff

· Assist in scheduling, organizing, and attending tradeshows

· Assist in maintaining showroom

· Conduct service training

General Sales Support:

· Cross train with Inside Sales Coordinators for coverage

· Become an additional contact for direct customer sales 

· Assist Inside Sales Reps with managing sales duty overflow 

· Assist and complete special projects as required

· Assist with customer visits to corporate offices or dealer meetings

· Communicate effectively and often with sales team, customers and all internal departments

· Prepare, manage, and ship sales materials to dealers.

· Assist with tradeshow set-up/teardown

Maintain Work Practices: 

· All paperwork and database entries filled out completely and accurately

· Maintain work area to 5S standards as posted in work area

· Maintains a professional image by projecting a positive and professional demeanor to all internal and external contacts

Marginal Job Functions:

· Follow all related SOP’s 

· Other duties and responsibilities as needed

Education:

· Associate degree or combination of equivalent of education and experience preferred

Experience:

· Previous history in any of the following: Customer Service, Call Center, Field Service (service technician), Inside Sales and/or Sales Support, and inventory management.

· 1 – 3 years of experience in customer service preferred

Other Requirements:

· Proficient in Excel, Work, PowerPoint, Outlook, Internet

· Not required but strongly preferred: Experience in Microsoft CRM and SAP.

· Occasional domestic travel will be required

· Occasional field service work will be required

· Valid driver’s license is required

Benefits:

We offer an excellent compensation package and team-oriented work environment with growth opportunities. Some of our outstanding benefits include:

· Health & Dental Insurance

· Company paid Life Insurance

· 401(k)

· Paid Time Off benefits

· Product discounts

· Wellness programs