Technical Customer Service Manager

Job Description

Job Description

Customer Service Coordination Manager

$90,000–$120,000 | 1st Shift | Monday–Friday, 7:30 AM–4:30 PM

Technical Customer Service + Field Service + Project Management

If you’re the person who can talk to a customer, understand the technical problem, coordinate the right resources, and make sure the job actually gets done — we want to talk to you.

We’re looking for a hands-on Customer Service Coordination Manager to serve as the primary technical and operational contact for field service requests involving startup, commissioning, troubleshooting, warranty, and onsite support .

This role sits at the center of the action, connecting customers with Field Service, Engineering, Operations, Quality, Project Management, and Supply Chain. You’ll own service requests from initial intake through completion, while helping build and improve the processes that support a growing business.

What You’ll Do

Customer & Technical Coordination

• Serve as the primary contact for incoming field service calls and emails
• Perform technical intake, discovery, and initial investigation
• Determine scope, urgency, site conditions, and required resources
• Clarify customer expectations, timelines, and site requirements
• Provide customers with clear schedules, execution plans, and status updates
• Act as the first-line technical liaison between customers and internal teams

Field Service Project Management

• Manage multiple field service projects from intake through completion
• Define scope, objectives, deliverables, schedules, and execution plans
• Coordinate technicians, resources, materials, documentation, and site requirements
• Monitor project progress and address technical or scheduling issues
• Identify risks and resolve or escalate blockers
• Provide customers and internal teams with regular updates and action items
• Coordinate required training, certifications, and safety requirements

Hands-On Internal Coordination

• Work directly with Engineering, Operations, Quality, PM, Supply Chain, suppliers, and Field Service
• Provide technicians with complete job packages, including drawings, procedures, scope, and site requirements
• Interpret, supplement, and create technical instructions and service documentation
• Create presentations, Excel reports, data summaries, and other technical communications
• Capture field feedback and use data to identify process improvements

ERP, Scheduling & Documentation

• Manage quotes, POs, internal work orders, part numbers, and ERP/CRM transactions
• Maintain accurate project and service documentation
• Manage the Field Service resource schedule and communicate project timelines
• Coordinate creation of quotes, POs, work orders, parts lists, and ERP transactions
• Ensure projects are properly documented from intake through closeout

What We’re Looking For

• 5–8+ years of technical project management, field service coordination, or electrical service operations experience
• Experience with electrical switchboards, switchgear, or power distribution equipment strongly preferred
• Associate or Bachelor’s degree in Electrical Engineering, Engineering, or a related field strongly preferred
• 8–10+ years of direct switchgear/field service coordination experience may be considered in place of a degree
• 3–5+ years working with ERP systems, project management tools, and databases
• Strong technical judgment and structured problem-solving skills
• Excellent verbal, written, and customer communication skills
• Highly organized with the ability to manage multiple projects and priorities
• Comfortable working across departments and holding teams accountable for execution
• Strong Microsoft Office skills, especially Excel, Word, PowerPoint, and Outlook

Technical Knowledge

• Working knowledge of electrical switchboards, switchgear, and power distribution equipment
• Ability to interpret electrical drawings, one-lines, and service documentation
• Familiarity with UL 891 and ANSI C37 standards
• Experience with ERP/CRM systems and project tracking tools
• Strong technical writing and documentation skills

Why This Role?

This is more than a customer service position. You’ll be the person connecting the customer’s problem to the technical solution — coordinating people, equipment, documentation, schedules, and resources to get the work completed.

You’ll also have the opportunity to build processes, improve service coordination, and help shape the infrastructure of a growing business and team.

Salary: $90,000–$120,000 annually
Schedule: Monday–Friday, 7:30 AM–4:30 PM
Shift: 1st Shift