Field Service Coordinator

ADS - Field Service Coordinator

The Field Service Coordinator maintains field service activity by scheduling field service technicians, manages and tracks the execution of ADS field service activities and manages the upkeep and repairs of ADS Equipment. All ADS orders are loaded in the business system and managed by the Field Service Coordinator, once all work is completed and purchase orders are current the orders are invoiced through the system.
Essential Job Duties

Schedules Field Service Technicians through the following:

• scheduling/dispatching ADS Analysist to customer sites
• answering phone calls directed to the ADS service department
• coordinating and prioritizing service work with customers
• assign appropriate technician for the repairs per assessment of the situation
• establishing and maintaining a schedule of all Analysis Jobs
• managing customer expectations with Analysist availability
• opening jobs in the business system, and subsequently invoicing them
• taking care of all paperwork associated with ADS jobs, this includes but is not limited to: purchase orders, time sheets, work orders, and expenses relating to jobs
Oversees all Analysist field activities through the following:

• maintain record of sick and vacation time of all ADS technicians
• correctly code all technician time cards to the appropriate labor or expense code
• reviewing field technician's timecards and ensuring they are turned in daily.
• plan and monitor the technicians' job schedules, locations, time on job, Etc.
• track response time and report the average to the ADS Department Manager weekly/monthly
• Monitor the status of work orders through the business system and communication with technicians, ensuring technicians are turning work orders in as soon as work is complete. This can be done by phone calls, texting, and email
• monitor average days open to close on work orders
• coordinate/schedule maintenance on service technicians trucks and equipment
• keep safety a major part of the daily routine and remind field technicians to always follow safe working practices

Performs Service Data Entry

• Continuously update the status of service work in the business and scheduling system
• Enter time to work orders from daily time sheets
• Enter all notes from work orders into the business system



 
• Follow up on conflicting or missing information provided by service personnel as it relates to work orders and daily time sheets
• Input miscellaneous work order entries
• Request and process Customer PO's as necessary
• Issue PO's for sublet work/parts associated with service jobs, vehicles, or equipment repairs

Assists Other Departments Through The Following

• Assisting other departments on an as needed basis to insure smooth operation of the business. This could be assisting in collections or helping other departments with scheduling, order administration, or invoicing

Other Duties

• Ensure that all orders are following the procedure put in place by the management, questions should be addressed to the ADS Manager.
Follows Boundaries for the Position:

• be fair with all service technicians and honest with customers (internal and external)
• Consult the ADS Manager for all personnel administrative matters such as: insurance, tax, vacation, sick time, medical leave, and pay/overtime paperwork. All paperwork should be given to and processed through the appropriate department personnel.
• Any Other Duties as Assigned by Supervisor

Qualifications

Required Skills/Experience

• minimum 2 years' experience in dispatch and service administration in same or related field
• experience with P21 ERP System preferred
• safe driving record
• outstanding customer relations skills
• strong written and verbal communication skills with ability to sell at all customer levels
• strong administrative, clerical, and information technology skills
• accurate and efficient
• ability to perform in a fast-paced environment while multi-tasking to meet customers' needs
• ability to organize and independently manage time
• ability to understand internal processes, systems and people needed to facilitate completion of responsibilities



 
Education

• College degree preferred
• High School Diploma with relevant experience acceptable

#LI-HP1