Lead Field Service Coordinator

The Lead Field Service Coordinator is a critical role, who's responsible for managing customer service requests and scheduling service engineers, ensuring that work orders are properly distributed. This position works in-office from our Mason, OH headquarters.

ESSENTIAL DUTIES AND RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned.

• Customer Interaction & Needs Assessment:
  
  
  
  • Engage with customers via phone and email to assess their needs, expectations, and service requirements.
  • Answers phone calls in a prompt, courteous, professional manner and responds to questions via phone & electronic communications.
  • Provide accurate service quotes and invoices using TopVis, ensuring clarity and precision.
  
  
  
  
• Service Coordination & Scheduling:
  
  
  
  • Review sales orders to identify customer products and estimate support time for Field Service Technicians.
  • Schedule Field Service Team on-site customer visits and coordinate any pre-visit requirements including training sessions, required authorizations, or PPE.
  • Proactively communicate with customers and technicians to determine whether remote support or an on-site visit is the most efficient solution.
  
  
  
  
• Communication & Relationship Management:
  
  
  
  • Act as the primary liaison between Field Service Technicians and customers, maintaining clear and consistent communication throughout the service process.
  • Provide updates and manage expectations for all stakeholders involved.
  
  
  
  
• Feedback Analysis & Continuous Improvement:
  
  
  
  • Collect and analyze customer feedback post-service, addressing any outstanding concerns or follow-up needs.
  • Use feedback to identify opportunities for improvement and ensure high customer satisfaction.
  
  
  
  
• Documentation & Reporting:
  
  
  
  • Ensure timely and accurate completion of reports by Field Service Technicians and upload them into TopVis.
  • Maintain organized customer records and handle incoming departmental calls when required.
  • Work closely with the Field Service Manager to ensure Schedule and billing is maintained with a focus on efficiency and customer needs.
  
  
  
  

EDUCATION and/or EXPERIENCE

• One to two years of related experience.
• AND Associate degree from a two-year college in Business Administration or related field.
• OR equivalent combination of education and experience
• Experience in coordinating multiple priorities and managing schedules is required.

REQUIRED SKILLS/ ABILITIES

• Excellent written and verbal communication skills with the ability to convey complex information.
• Strong problem-solving skills and the ability to anticipate and address customer needs effectively.
• Strong organizational and time management skills.
• Proficient in strategic planning and problem-solving
• Capable of working independently with minimal supervision
• Ability to work well under pressure.
• Adaptable and flexible in a dynamic work environment
• A proactive, customer-focused mindset with attention to detail.
• Ability to prioritize tasks effectively and ensure timely completion.
• Demonstrates ownership and leadership in managing projects.
• Collaborative team player with a strong focus on teamwork.

COMPUTER SKILLS

• Proficient in the following computer software programs:
• CRM experience (VEGA uses TopVis)
• Adobe Acrobat
• Microsoft Office Products