Field Service Coordinator

Barry-Wehmiller•Baltimore, MD

About The Position

As a Field Service Coordinator at BW Papersystems, your primary responsibility will be managing technician schedules for equipment installations, repairs, and maintenance tasks. Additionally, you will play a crucial role in building and maintaining strong customer relationships, ensuring timely follow-up on inquiries and requests. Your contributions will directly impact the efficiency and effectiveness of our field service operations.

Requirements

High School Diploma or Equivalent
Experience using Microsoft Suite (required)
Excellent communication and interpersonal skills, capable of independently solving problems and collaborating with diverse teams.
Superior customer service skills with the ability to remain calm and professional in all situations.
Exceptional organizational skills in a fast-paced environment.

Responsibilities

Coordinate customer site visits by liaising with customers and internal support team to ensure timely resource allocation.
Determine optimal resource selection for service trips based on technical problem description, team member's capability and location, duration of trip, and other pertinent factors.
Foster positive relationships with customers, prioritizing customer satisfaction and retention.
Utilize shipping schedules and orders to plan and execute shipments and deliveries efficiently.
Identify and report internal and external quality issues, implementing corrective measures to prevent recurrence.
Review work orders and related documentation for accuracy and completeness, making adjustments as required.
Seek guidance from supervisors for complex or critical issues, promptly identifying and addressing continuous improvement opportunities.
Proactively engage with customers to promote preventative maintenance services.
Maintain database of field service team members' availability, location, time-off, skills, etc.