Balance short and mid to long-term planning, scheduling future PMs while building in capacity for break/fix calls and admin time
Coordinate among Field Service Engineers (FSEs), Customers, Sales, and back office for all work orders and installations
Help facilitate PM Kits, Parts Ordering, and Material Requests
Adjust schedules as needed; manage urgent service requests and dispatch accordingly
Manage Work Orders, bookings, and schedule board in CRM, including future bookings for agreements
Adhere to service level agreements and terms of customers under agreement
Manage communication with customers about upcoming service jobs, including the engineer's name and estimated arrival time, in order to drive customer satisfaction
Align with FSEs to ensure communication of the same information to customers
Follow up with customers regarding billable POs or payments prior to the FSE's on-site service
Regular communication with FSEs about schedules and upcoming planned work
Communication and alignment with sales, back office, and parts teams to support FSEs and Word Order scheduling
Own scheduling process and propose optimization efforts to the system or process for efficiency gains
Work with Field Service Manager to define target utilization levels for FSEs
Organize the field schedules, load planning, and resource optimization of FSEs
Support Field Service Manager and Head of Service in monitoring and reporting on defined operational KPIs
Work with Field Service Manager to understand FSE training, training records, and capabilities across product lines and services
Gain an understanding of tools needed for service jobs and any potential certifications or requirements to access customer sites
Bachelor’s Degree in business, communications, or related field of study and 3+ years in related field. A combination of education and experience is applicable.
Experience in customer-facing functions related to sales, service or customer support
experience with CRM, MRP and ERP technology
Compensation: $55k - $60k annually
Competitive total rewards package including health, financial, and education benefits
Personal and professional growth opportunities