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A field coordinator schedules of both Field Service Engineers (FSE) and Field Applications Scientists (FAS) to visit customers for installation, training, repairs and planned maintenance. A field coordinator oversees the operation and execution of daily field service activities, internal and external administrative support functions to effectively support all field personnel. A field coordinator verifies the appropriate staff, equipment, and materials are on hand necessary to complete work on time, address/support administrative field functions required to achieve a very high level of customer satisfaction.
Product and equipment knowledge– an understanding of the processes, products, and equipment used by workers helps field coordinators understand the work being performed and the resources required to boost worker productivity
Project managementfocus – to meet the demands of multiple field services or projects, field coordinators need to understand project planning and deadlines, resource allocation, and the safety requirements related to the field activities in their purview
Customer servicefocus – field coordinators need to understand the principles of customer service and how to apply those principles to resolve complaints, meet expectations, and ensure overall customer satisfaction
Attention to detail– the ability to analyze complex projects, identify inefficiencies, and coordinate staff and equipment resources helps field coordinators meet client expectations and ensure the timely completion of deliverables
Organizational skills– the demands of scheduling multiple services and field projects at one time require field coordinators to have the organizational skills that will prevent overbooking, missed appointments, or delayed product delivery
Interpersonal skills– field coordinators need strong listening skills when communicating with workers, customers, and suppliers. This includes the ability to apply conflict resolutions skills to effective manage all types of situations.
Field coordinators are responsible for the timely completion of work orders and field progress reports. They may also generate project reports summarizing field worker hours, field service engineer’s utilization rates and productivity metrics.
Field coordinators ensure work instructions and standard operation procedures are regularly updated with most recent documents and information.
Field coordinators will work with local and regional management to ensure administrative accuracy and support of field personnel.
Previous experience working with instrument service order placement, multi-tasking, self-starter and capable of being resourceful and utilizing common sense.
Previous experience with data entry in both ERP and CRM covering SAP, SFDC and or ServiceMax. Knowledge of Microsoft Excel and Outlook required.
Field coordinators will create and dispatch service orders to field personnel and or third-party vendors. Field coordinators will follow-up, log activities and close cases from third party vendors.
Field coordinators will assist with order tracking and communication of parts logistics to field personnel. Provide internal customers with order verification, updates on delivery dates, product availability
Assist in the accurate assignment and tracking of field-based work, creation and update of asset records for equipment.
Must be very detail oriented. Excellent written and verbal communication skills. Demonstrated ability to independently solve problems and to work effectively in a team environment.
Demonstrated ability to provide superlative customer service strongly preferred.
A desire to be a part of and to lead highly motivated teams in a fast pace dynamic environment.
All listed tasks and responsibilities are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional task and responsibilities.
Education B.A. in life science or business or related customer support experience required
All listed tasks and responsibilities are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional task and responsibilities. For example, it may be useful to source for candidates with "coordinator" backgrounds as they may be given duties that align with that role.
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