Field Service Operations

Job Description

Position Summary

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The Field Service Operations role runs the administrative side of SEECO's field installation department, making sure technicians are scheduled, contracts are in order and every completed job is invoiced accurately and on time. This role is primarily office-based, with occasional hands-on installations to cover capacity gaps and support complex jobs; the rest of the time it keeps the technicians supplied, scheduled and accountable, and keeps the company paid for their work.

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The position reports to the Head of Sales and is the main point of contact between field technicians, the sales or project team, customers, and accounting.

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Key Responsibilities

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Technician Management

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• Supervise field installation technicians’ day to day, including job assignments, workload balance, and performance
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• Onboard new technicians and track licenses, certifications, safety training, and required paperwork
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• Run regular check-ins and performance reviews, and handle coaching, discipline, and escalations
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• Approve timesheets, overtime and expense reports, and submit them to payroll
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• Promote safety compliance across the board
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Scheduling and Dispatch

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• Own the installation calendar: book jobs, assign techs and resolve conflicts
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• Balance technician availability, travel time, job complexity, and customer windows
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• Reschedule around cancellations, delays, weather, and emergencies, and keep all parties informed
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• Confirm materials, permits and site access before each job is dispatched
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• Review the upcoming two to four weeks regularly to flag capacity gaps and overbooking
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Contracts and Documentation

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• Prepare, review and track installation contracts, work orders, change orders and service agreements
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• Confirm the scope, pricing and terms handed over by sales match what the field will perform
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• Maintain organized records of signed contracts, permits, warranties, inspections, and completion signoffs
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• Monitor contract milestones, renewal dates, and subcontractor agreements
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• Flag scope changes and potential disputes to leadership early
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Billing and Invoicing

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• Invoice completed work promptly and accurately, including progress and milestone billing
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• Reconcile completed jobs against contracts, change orders and materials used before invoicing
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• Follow up on overdue invoices and work with accounting on collections
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• Track job costing (labor, materials, travel) and report on margin by job
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• Resolve billing questions and disputes with customers
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Customer and Cross-Team Communication

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• Call on-site contacts before and during jobs to confirm access, arrival windows, and readiness, and to update them on delays
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• Serve as the escalation point for customers on scheduling, service quality, and billing issues
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• Keep sales, purchasing, accounting and the field aligned on job status and handoffs
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• Oversee follow-up after installation, including satisfaction checks and warranty requests
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Reporting and Process Improvement

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• Report on installs completed, schedule adherence, backlog, technician utilization, revenue billed and outstanding receivables
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• Identify bottlenecks in scheduling, paperwork, or billing, and put better procedures in place
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• Maintain department SOPs, checklists, and templates
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• Manage department software and keep the data in it accurate
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Hands-On Installation

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• Perform installations as needed to cover capacity gaps, absences and peak demand, up to roughly 15% of working time
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• Take on complex, urgent or customer-sensitive jobs where hands-on judgment adds value
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• Work alongside technicians to train new hires and spot-check quality on site
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• Meet the same safety, quality and documentation standards as the technicians, and log time on site so it is billed correctly
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Qualifications

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Required

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• 4+ years of experience in operations, dispatch, project coordination or administration within a field service, construction, installation or similar trade environment
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• 2+ years of experience supervising or leading technicians or other hourly field staff
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• Hands-on installation experience, with the skills and any licenses or certifications needed to perform installations safely and independently
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• Hands-on experience with contracts, work orders and change orders
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• Experience managing customer billing and invoicing, including progress billing
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• Valid driver's license and a clean driving record
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Preferred

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• Associate or bachelor’s degree in business administration, operations management or a related field, or equivalent experience
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• OSHA 10/30 or equivalent safety training
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Working Conditions

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This is a fully on-site, in-office role at our plant in Monroe, with no remote or hybrid option. Occasional hands-on installation work takes place at job sites and customer locations.

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• Standard hours of 7 a.m. to 4 p.m., [Monday to Friday], with some flexibility needed during peak seasons and for urgent field issues
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• Availability for occasional after-hours emergency calls
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• Extended periods at a computer and on the phone
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• Hands-on installation work, estimated at 15% of time, which may involve lifting up to [50] lbs, working in bucket trucks, climbing ladders, working at heights or in confined spaces, and wearing protective equipment
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