Field Service Coordinator

NETZSCH United States•Exton, PA

3d•Onsite

About The Position

The Field Service Coordinator serves as a key point of contact for customers, providing quotes, scheduling, and coordination of field service activities. This role also supports the technical service team by communicating with customers, managing warranty claims, coordinating service activities and ensuring smooth and professional customer experience from initial inquiry to resolution.

Requirements

Excellent organizational, communication and customer service skills.
Excellent interpersonal and communication skills.
Ability to organize and prioritize work in a fast paced, multi-tasking environment.
Ability to meet deadlines, follow through on commitments, and take corrective action where appropriate.
Must be a team player who works productively with a wide range of people and departments.
Ability to work independently with some direction.

Nice To Haves

Technical experience or Associate's degree / equivalent from two-year college or technical school; or equivalent combination of training and/or experience is preferred.

Responsibilities

Work with the Technical Support team to communicate with customers (phone/email).
Support field service technicians by sending standard documentation and information related to service jobs in real-time.
Maintain and manage the service database, ensuring accurate tracking of service calls, status of parts needed, and invoicing.
Work with the planning department to coordinate factory rebuilds, including customer communication, creating the service order and return order, putting together repair estimates, and following up on status.
Collaborate with technicians to develop and create/submit field reports, start-up documentation, and root cause analyses.
Manage warranty claims and product returns: log cases in SAP, verify returns, and communicate resolution with customers.
Coordinate travel, lodging, and expense reports to improve Technical Support operations.
Report recurring product or service issues and provide actionable feedback to improve product quality and customer satisfaction.
Format and deliver quotes for field service work and in-house repairs.
Provide standard documentation and support materials as needed.
Handle aftermarket complaints and inquiries with professionalism and urgency.
Foster strong relationships with customers, end users, and internal sales teams.
Consistently aim to improve overall customer satisfaction.
Contribute to department KPIs related to warranty resolution and service response times.
Participate in team initiatives aimed at improving service processes and customer experience.
Support continuous improvement efforts within the Customer Service and Service departments.
Support Management and other operations departments with administrative work – making travel arrangements, coordinating meetings by preparing rooms and ordering lunch, submitting expense reports.
Perform other duties as required to support business goals.