Field Service Coordinator

Field Service Coordinator

The Field Service Coordinator is responsible for the day-to-day coordination of the service department, managing incoming service requests and ticket queues, scheduling and dispatching technicians, and communicating with customers. This role ensures work moves efficiently from initial request through completion. The ideal candidate is proactive, comfortable making decisions, prioritizing competing demands, and taking ownership of tasks.

Responsibilities

• Manage the daily service schedule, prioritize incoming requests, and assign technicians based on skill set, location, availability, and urgency.
• Take ownership of open service tickets, ensuring requests are documented, prioritized, scheduled, updated, and moved toward resolution.
• Serve as the primary point of contact for service customers, scheduling appointments, providing updates, and answering questions.
• Provide first-line troubleshooting and remote support, assisting customers and gathering necessary information for technicians.
• Act as an inside resource for technicians, assisting with scheduling, customer communication, documentation, and coordination.
• Monitor outstanding work, parts requirements, return visits, customer responses, and dependencies to prevent service requests from stalling.
• Maintain accurate service tickets, work orders, customer notes, technician documentation, and records within ConnectWise and related systems.
• Work closely with project coordination, sales, finance, and technical personnel to ensure smooth handoffs and consistent communication.
• Identify inefficiencies, recurring problems, and opportunities to improve service processes, customer experience, and internal workflows.

Essential Skills

• Five or more years of experience in service coordination, dispatch, administration, customer support, technical support, or similar roles.
• Strong organizational and multitasking skills with excellent attention to detail.
• Excellent written and verbal communication skills.
• Ability to confidently prioritize work and make decisions in a fast-moving service environment.
• Demonstrated commitment to providing excellent customer service.
• Strong problem-solving skills and technical aptitude.
• Proficiency with Microsoft Office.
• Experience with ConnectWise or another PSA/service management platform is highly desirable.

Additional Skills & Qualifications

• Experience within electronic security, low-voltage, information technology, managed services, or another technical service environment is preferred but not required.
• A degree in Business Administration or related field is beneficial but may be substituted with relevant professional experience.
• We value dependability, curiosity, accountability, and a willingness to learn.

Why Work Here?

We believe great employees should have a rewarding career without sacrificing their life outside of work. We offer competitive compensation and a comprehensive benefits package while maintaining the culture and flexibility of a locally operated company. We prioritize a healthy work-life balance and a family-friendly working environment. Benefits include medical, dental, and vision insurance, 401(k) retirement plan, paid time off, paid holidays, professional development, industry training, and opportunities for continued growth and advancement.

Work Environment

The position is based in an office setting with a very family-oriented, close-knit team. The team consists of office personnel and field technicians. Work hours are from 8:00 am to 4:00 pm, Monday through Friday.

Job Type & Location

This is a Contract to Hire position based out of Verona, WI.

Pay and Benefits

The pay range for this position is $28.00 - $31.25/hr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors. Additional incentive bonus potential of $10-$12K/year

Workplace Type

This is a fully onsite position in Verona,WI.