Field Service Coordinator

Field Service Coordinator

The Service Coordinator serves as the operational hub of the MAS Field Service organization. This role is responsible for coordinating service activities, managing work order administration, scheduling field technicians, supporting customer communications, and ensuring accurate service documentation and billing support. The Service Coordinator works closely with customers, internal departments, field service personnel, and third-party service partners to deliver a high level of customer satisfaction while maximizing technician productivity and service responsiveness.

Key Responsibilities

• Receive, log, and process incoming service requests.
• Create and maintain service work orders within company systems.
• Prioritize requests based on customer requirements, urgency, contractual obligations, and resource availability.
• Monitor work order status from initiation through completion.
• Schedule and dispatch field service technicians for:
• Startup and commissioning activities
• Warranty support
• Preventive maintenance
• Emergency service calls
• Product upgrades and retrofit projects
• Customer training programs
• Coordinate technician travel, lodging, and transportation arrangements.
• Manage technician calendars and service resource availability.
• Coordinate third-party service provider scheduling during peak demand periods.
• Act as the primary point of contact for service scheduling activities.
• Provide customers with service confirmations, arrival updates, and schedule changes.
• Coordinate communication between customers and field personnel.
• Support customer satisfaction initiatives through timely and professional communication.
• Maintain accurate service records and service histories.
• Collect and review field service reports for completeness.
• Ensure documentation is submitted in accordance with company procedures.
• Track warranty information and service contract requirements.
• Generate service activity and performance reports.
• Review completed work orders for billing readiness.
• Verify labor hours, travel expenses, and material costs.
• Coordinate with Accounting to ensure timely invoices.
• Support service contract administration and renewal tracking.
• Response time
• Utilization rates
• Work order backlog
• Technician productivity
• Customer satisfaction metrics
• Service revenue reporting
• On-time scheduling performance
• Recommend process improvements to increase scheduling efficiency.
• Assist in development and maintenance of service procedures.
• Support implementation of service management systems and workflows.
• Participate in service operations meetings and planning activities.

Position Requirements (knowledge, skills and abilities required to perform satisfactorily in the position):

• Associate degree in Business Administration, Operations Management, Supply Chain, or a related field preferred.
• Equivalent experience may be considered.
• 3+ years of service coordination, scheduling, dispatching, project coordination, or customer service experience in an industrial, manufacturing, electrical, or technical environment.
• Experience coordinating field personnel and travel logistics preferred.

• The ability to travel up to 15% to customer site locations to support service work (U.S and Canada).

• Electrical power equipment
• Switchgear systems
• Field service operations
• Work order management systems
• ERP system (SAP, Oracle, Dynamics, etc.)
• Microsoft Office Suite

Physical Demands

• Standing over 2/3 of time.
• Walking under 1/3 of time.
• Sitting under 1/3 of time.
• Talking over 1/3 of time.
• Lifting up to 50 lbs. under 1/3 of time.
• Hearing over 3/3 of time.
• Keyboarding under 1/3 of time.
• Close and color vision over 2/3 of time.
• Regular and reliable attendance.
• Reading and interpreting instructions over 3/3 of time.
• English and grammar usage skills over 2/3 of time.

MAS is an equal opportunity employer. Employment opportunities are based on an individual's qualifications and capabilities to perform the essential functions of the job. All employment opportunities are provided without regard to race, color, age, sex, familial status, religion, national origin, military status, sexual orientation, gender identity, pregnancy, ancestry, medical condition, marital status, genetic information, disability, or any other legally protected status. This policy governs all aspects of employment, including, but not limited to, recruitment, hiring, selection, job assignment, promotions, transfers, compensation, discipline, termination, layoff, access to benefits and training, and all other conditions and privileges of employment.