Field Service Coordinator - Yancey Engineered Solutions

Field Service Coordinator

From Georgia. For Georgia. Since 1914 Yancey Bros. Co. has proudly served as the authorized Caterpillar equipment dealer for Georgia, providing our customers with the highest quality sales, parts and service. From Caterpillar heavy and compact construction equipment to on-highway trucks, we remain committed to learning more about our customers, offering equipment and support to keep up with their changing needs. This all starts with our greatest assetour employees.

As the Field Service Coordinator Yancey Engineered Solutions to serve as the central point of contact between our field technicians, customers, and internal teams. You'll be responsible for scheduling, dispatching, and tracking service calls to ensure timely, efficient, and high-quality service delivery.

Main Duties and Responsibilities:

• Schedule and dispatch field technicians based on job priority, location, and technician availability/skill set
• Serve as the primary communication link between customers, technicians, and management
• Maintain accurate records in the CRM/field service management system (work orders, parts used, time on site, customer notes)
• Coordinate parts ordering and inventory needs with the warehouse/supply team
• Handle customer inquiries, reschedule requests, and escalations professionally
• Track technician performance metrics (on-time arrival, first-time fix rate, job completion time)
• Prepare daily/weekly service reports for management
• Ensure proper documentation for billing, warranty claims, and compliance requirements
• Assist with onboarding and training coordination for new field staff

To be successful in this position you should be organized and excellent customer service skills. The ability to work in a team environment is essential to this position as well.

Education/Experience:

• Bachelor's degree in Business, Engineering, Operations Management, or a related field.

Desired Skills:

• High school diploma or equivalent (Associate's degree preferred)
• 13 years of experience in dispatch, scheduling, customer service, or field service coordination
• Strong organizational skills with the ability to manage multiple priorities simultaneously
• Excellent written and verbal communication skills
• Proficiency with scheduling/dispatch software

Additional Skills/Attributes:

• Problem-solving under pressure
• Customer-first mindset
• Attention to detail and follow-through
• Comfortable in a fast-paced, phone/computer-heavy environment
• Team collaboration across departments (sales, warehouse, billing)

Physical Demands/Environmental Conditions:

• Occasionally Lift/Carry/Lower 1 15 Lbs, seldom Lift/Carry/Lower 15 30 Lbs, never Lift/Carry/Lower +30 Lbs. Occasionally pushing/pulling, reaching (both above and below shoulder), bending/twisting, walking, standing, repetition hand/wrist simple and firm grasping. Seldom crouching/stooping/squatting, crawling/kneeling, climbing/stepping.
• Occasionally (less than 25% of the time) work in the shop environment which may be extremely hot (over 90 degrees) or cold (less than 40 degrees). Typically works in a temperature controlled office. At times may be exposed to loud noises, vibrations, strong odors, flammable liquids and gases, oils and solvents.

Values:

• Safety: We value the lives and health of our team and customers above all else.
• Integrity: We are ethical and trustworthy, demonstrate respect for others, and communicate truthfully and promptly.
• Teamwork: We work as one across our organization for the benefit of our customers.
• Excellence: We strive to be the best, continuously improving our customers' experience and the solutions we provide.
• Sense of Urgency: We respond quickly to customer needs and hold ourselves accountable for results.

Ideal candidates will demonstrate the following values:

• Acting in a safe manner
• Exhibiting honesty and integrity
• Acting in a fair and ethical manner
• Team mentality
• Delivering quality results
• Embraces change / improvement
• Exhibiting superior customer service skills
• Exhibiting pride and ownership
• Working with a sense of urgency
• Exhibiting a winning attitude

Yancey Bros Co offers a full benefits package that includes aggressive compensation levels, technician tool allowances, full medical, vision and dental coverage, employee wellness programs, paid vacations and more.

Competitive Pay Structure:

• Competitive Pay
• Individual Bonus Opportunities Available
• Technician Tool Allowance
• 401k Plan Strong Company Match
• Employee Profit Sharing
• Financial Wellness Coaching

Employee Wellness Program:

• Medical, Vision, Dental Insurance
• Prescription Drug Coverage
• Flexible Spending Accounts
• Short & Long Term Disability
• Group Life Insurance

Personal Time Off:

• Paid Holidays
• Paid Sick Leave

Career Development:

• Tuition Reimbursement
• Ongoing Training
• Advancement Opportunities

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.