Field Service Coordinator

Job Description

Job Description

Reeb Millwork, an SBP Brand, is currently seeking a detail-oriented and customer-focused Field Service Coordinator to join our team!

This position plays an important role in coordinating service requests from dealers, customers, Territory Sales Managers, and homeowners to ensure the timely scheduling and completion of warranty and repair services.

The Field Service Coordinator will manage service requests from start to finish, coordinate with contractors and homeowners, maintain accurate documentation, and provide guidance on product installation, operation, and manufacturer warranty requirements.

Responsibilities:

Customer Service & Communication

• Serve as a primary point of contact for dealers, homeowners, customers, and internal teams regarding service requests and warranty concerns.

• Respond to incoming calls, emails, and service inquiries professionally and in a timely manner.

• Acknowledge service requests and contact customers within two business days to confirm receipt and coordinate next steps.

• Communicate service updates, scheduling changes, and resolutions to customers, Territory Sales Managers, and internal stakeholders.

• Troubleshoot customer concerns and work collaboratively to resolve complex or outstanding service issues.

Service Coordination & Scheduling

• Coordinate and schedule inspections, warranty repairs, and fee-based service appointments with customers and Service Technicians.

• Review incoming service requests to determine warranty eligibility and ensure compliance with manufacturer warranty policies.

• Gather and verify customer, product, and service information to accurately identify issues and determine appropriate next steps.

• Prepare and process service requests, parts orders, and other documentation required to support field service activities.

• Provide administrative and scheduling support to Service Technicians to ensure efficient service completion.

• Partner with Shop Supervisors and Inside Sales to coordinate shop-related service requests and product orders.

Documentation & Inventory Management

• Maintain accurate service records, customer information, and appointment details within the service database.

• Track open service requests, follow up on outstanding items, and ensure completed jobs are properly documented and closed in a timely manner.

• Order, track, and maintain service parts inventory to support customer and technician needs.

• Process defective material and glass credit requests, including tracking and reconciling credits received.

• Maintain organized service files and inventory records to support operational efficiency.

Team Collaboration & Continuous Improvement

• Work closely with Service Technicians, Territory Sales Managers, Shop Supervisors, and other departments to ensure timely resolution of customer service needs.

• Participate in Service Department meetings and contribute ideas to improve processes, productivity, and service quality.

• Exercise sound judgment and problem-solving skills to address service challenges and recommend solutions.

• Perform other duties as assigned by the Service Supervisor.

SKILLS & ABILITIES:

Education and Experience: 

• High school diploma or GED required; bachelor's degree preferred.

• 2–4 years of experience in manufacturing, production, or customer service preferred.

• Knowledge of building materials, particularly windows, doors, and millwork products.

• Familiarity with product installation, repairs, and warranty procedures preferred. 

Required Skills and Abilities: 

• Strong customer service, communication, and interpersonal skills.

• Excellent organizational and time-management skills with the ability to multitask.

• Strong problem-solving, analytical, and negotiation skills.

• Ability to handle challenging customer situations professionally.

• Proficiency in Microsoft Office; Woodware experience preferred.

• Ability to interpret technical information, follow instructions, and perform basic math.

• Ability to work independently and collaboratively across departments.

• Valid driver's license and acceptable driving record, if driving is required.

Specialty Building Products is the leading distributor of specialty building products in North America. SBP operates under the brands U.S. LUMBER, Alexandria Moulding, REEB Millwork, DW Distribution, Millwork Sales, OrePac, and Amerhart. We serve the U.S. and 8 provinces in Canada from over 61 locations. Here at SBP we are a people first organization, our team is built upon strong culture and standards for success. We value your perspective and want to learn more about you with a commitment to laying the foundation for you to build a successful career with us. Join us and EVOLVE your future at Specialty Building Products!    

Being a part of SBP you will be eligible for many benefits. Full-Time benefits would include:    

• Medical, Dental, Vision given on the 1st of the month following 30 days of employment
• Company-Paid Life Insurance & Disability
• 401(k) with Company Match
• Company-Paid Time Off
• Paid Holidays & Floating Holidays
• PLUS ADDITIONAL PERKS!

We are proud to have the best team in our industry. We have experienced a tremendous amount of growth as a company. This growth has served not only our customer base but has also provided significant opportunities for advancement amongst our employees.  

*Please be careful about scam recruitment.  Specialty Building Products would never send any candidate a check or instructions to deposit funds in a bank account in connection with the interview or hiring process.  

Specialty Building Products is an equal opportunity employer. It is our policy of Specialty Building Products not to discriminate in hiring and employment on the basis of race, color, religion, national origin, sex, disability, age, military status, genetic information, or other protected class status in accordance with all applicable federal, state, and local laws.