Field Service Coordinator

SBP Careers • Barclay, MD

9d

About The Position

Reeb Millwork, an SBP Brand, is seeking a detail-oriented, customer-focused Field Service Coordinator to coordinate warranty and repair service requests from dealers, customers, Territory Sales Managers, and homeowners. The role manages requests from receipt through completion, coordinates with contractors, homeowners, and Service Technicians, maintains accurate documentation and inventory records, and provides guidance on product installation, operation, and manufacturer warranty requirements. The coordinator also works with internal teams to resolve customer issues and support efficient field service operations.

Requirements

• High school diploma or GED required.
• Strong customer service, communication, and interpersonal skills.
• Excellent organizational and time-management skills, including the ability to multitask.
• Strong problem-solving, analytical, and negotiation skills.
• Ability to handle challenging customer situations professionally.
• Proficiency in Microsoft Office.
• 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.

Nice To Haves

• 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.
• Woodware experience preferred.

Responsibilities

• Serve as a primary contact for dealers, homeowners, customers, and internal teams regarding service requests and warranty concerns.
• Respond professionally and promptly to incoming calls, emails, and service inquiries; acknowledge service requests and contact customers within two business days.
• Communicate service updates, scheduling changes, and resolutions to customers, Territory Sales Managers, and internal stakeholders.
• Troubleshoot customer concerns and collaborate to resolve complex or outstanding service issues.
• Coordinate and schedule inspections, warranty repairs, and fee-based service appointments with customers and Service Technicians.
• Review incoming service requests for warranty eligibility and compliance with manufacturer warranty policies.
• Gather and verify customer, product, and service information to identify issues and determine next steps.
• Prepare and process service requests, parts orders, and other documentation needed for field service activities.
• Provide administrative and scheduling support to Service Technicians.
• Coordinate shop-related service requests and product orders with Shop Supervisors and Inside Sales.
• Maintain accurate service records, customer information, and appointment details in the service database.
• Track open service requests, follow up on outstanding items, and ensure completed jobs are documented and closed promptly.
• Order, track, and maintain service parts inventory for customer and technician needs.
• Process defective material and glass credit requests, and track and reconcile credits received.
• Maintain organized service files and inventory records.
• Collaborate with Service Technicians, Territory Sales Managers, Shop Supervisors, and other departments to resolve customer service needs promptly.
• Participate in Service Department meetings and contribute ideas to improve processes, productivity, and service quality.
• Use sound judgment and problem-solving skills to address service challenges and recommend solutions.
• Perform other duties as assigned by the Service Supervisor.

Benefits

• Medical insurance, available on the first of the month following 30 days of employment.
• Dental insurance, available on the first of the month following 30 days of employment.
• Vision insurance, available on the first of the month following 30 days of employment.
• Company-paid life insurance and disability coverage.
• 401(k) with company match.
• Company-paid time off.
• Paid holidays and floating holidays.
• Additional perks.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED