Title:  Field Service Coordinator Supervisor

Summary: The Field Service Coordinator Supervisor is a key role responsible for overseeing and optimizing the coordination of field service operations within the Product Support department. In this role, the supervisor works closely with the Field Service Coordinators to ensure the efficient scheduling and timely completion of service activities. The primary focus is on providing excellent service to internal and external customers while maintaining a customer-first attitude.

Essential Duties and Responsibilities

• Mentor and provide guidance to Field Service Coordinators, fostering their professional development and ensuring excellence in customer service.
• Train new hires (Service Coordinators) to ensure they are equipped with the necessary knowledge and skills to fulfill their roles effectively.
• Oversee scheduling activities, providing input and feedback to the coordinators to optimize resource allocation and meet customer demands.
• Report daily status updates to the PS Leadership Team, keeping them informed about ongoing projects, challenges, and achievements.
• Act as the primary interface between the PS Leadership Team and the Service Coordinators, effectively communicating priorities, goals, and expectations.
• Oversee the management of strategic customer sites, ensuring their specific needs and requirements are met with exceptional service.
• Perform quality assurance processes for Service Orders, ensuring accuracy and adherence to standards.
  • Conduct thorough review of service orders to ensure completeness and capturing all relevant information.
  • Verify that all required information, such as service dates, site, and technician/PSN information is accurately captured in the service orders.
  • Cross-check the information in the service orders against supporting documentation, such as purchase orders, scope of work, service tickets and/or startup sheets to ensure consistency and accuracy.
  • Identify and rectify any discrepancies, errors or missing information in the service orders, with the appropriate service coordinator for resolution.
• Oversee all field service logistics to schedule post-sales services efficiently, optimizing technician availability and minimizing downtime.
• Approve additional time required to complete a service visit, considering the complexity of the task and customer requirements.
• Act as a first point of escalation to handle and resolve customer complaints and inquiries via email or phone, demonstrating empathy, professionalism, and problem-solving skills.
• Maintain a comprehensive understanding of the company's product lines to effectively address customer queries and provide appropriate solutions.
• Review Service Tickets, invoices, and checklists for accuracy and discrepancies, ensuring compliance with established standards and requirements.
• Review and approve PSN invoices in a timely and accurate manner, ensuring compliance with established policies and procedures.
  • Receive and review contractor invoices for service rendered, materials provided or other billable items.
  • Verify accuracy and completeness of invoices, ensuring they align with the terms and conditions of the contract.
  • Cross-check invoices against supporting documentation, such as service tickets and/or purchase orders, to ensure consistency and accuracy.

• • Document work process for area of responsibility.
  • Other duties as required

Qualifications / Characteristics

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Leadership Skills:
  • Ability to lead and supervise a team of field service coordinators, providing guidance, support, and feedback.
  • Excellent communication skills to effectively delegate tasks, set expectations, and resolve conflicts.
  • Strong decision-making abilities, especially in high-pressure situations.
• Organizational Skills:
  • Exceptional organizational skills to manage multiple tasks, prioritize workloads, and meet deadlines.
  • Attention to detail to ensure accuracy and quality in coordinating field service activities.
  • Ability to create and maintain organized documentation, reports, and records.
• Problem-Solving Abilities:
  • Analytical mindset to identify issues, troubleshoot problems, and propose effective solutions.
  • Proactive approach to anticipate potential challenges in field service coordination and develop contingency plans.
• Customer Focus:
  • Strong customer service orientation to ensure customer satisfaction throughout the field service process.
  • Ability to handle customer inquiries, complaints, and escalations in a professional and timely manner.
• Team Collaboration:
  • A collaborative mindset to work closely with cross-functional teams, such as technicians, sales, and customer support.
  • Ability to foster a positive and collaborative work environment, promoting teamwork and knowledge sharing.
• Adaptability:
  • Flexibility to adapt to changing priorities, work under pressure, and adjust plans as needed.
  • Willingness to embrace new technologies, processes, and industry trends to improve field service operations.

Requirements:

• • Bachelor's degree in a relevant field or equivalent work experience.
  • Proven experience in a supervisory role, preferably in a field service or customer care environment.
  • Strong knowledge of field service operations, including scheduling, dispatching, and coordination.
  • Familiarity with relevant software systems and tools used in field service management.
  • Proficient in Microsoft office software