Do you enjoy being at the center of the action? Our field teams are out solving challenges across North America, and we're looking for a Service Coordinator to help keep everything moving. From coordinating schedules and dispatching technicians to supporting customers and optimizing operations, you'll play a key role in delivering the exceptional service Sky Eye Measurement is known for.
Reporting to the Field Services Manager, as a Service Coordinator, you will be responsible for supporting and coordinating field service operations to ensure efficient and effective delivery of services. You will work closely with field service technicians, customers, and internal teams to schedule, dispatch, and support service activities. Your primary goal will be to optimize field service processes, maintain high customer satisfaction levels, and contribute to the overall success of Sky Eye Measurement.
CHARACTERISTICS
- Exceptional organizational abilities.
- Ability to prioritize tasks, multi-task and manage time effectively.
- Positive “can-do” attitude.
- Professional demeanor in stressful situations.
- Self-motivated, and able to complete tasks with minor supervision.
- Ability to develop, implement and follow business processes.
- Highly collaborative.
- Ability to meet deadlines.
- Ability to create and maintain accurate and organized documentation.
RESPONSIBILITIES
Service Quoting and Scheduling
- Quote service requests to clients accurately, obtaining PO’s from clients and placing orders for parts.
- Coordinate and schedule field service appointments based on customer needs and technician availability.
- Dispatch service technicians to customer sites promptly and efficiently.
- Monitor service requests and prioritize tasks to meet or exceed client expectations.
Customer Communication and Support
- Serve as the main point of contact for customers regarding service inquiries, updates, and issue resolution.
- Provide timely and accurate information to customers regarding service appointments, Technician
mobilizations, and service completions.
- Address customer concerns and escalate issues as needed to ensure prompt resolution.
- Assist with shipping/receiving and procurement activities including PO generation.
Team Collaboration
- Liaise with field service technicians to provide necessary information, work assignments, resources, and
support for successful service delivery.
- Collaborate with internal teams such as Sales, Supply Chain, Accounting, Projects, and Production to coordinate resources and resolve customer issues effectively.
Data Management and Reporting
- Maintain accurate records of service activities, including service requests, scheduling, escalations, and logistics.
- Generate reports on key performance indicators (KPIs) such as service resolution rates, COPQ and utilization metrics.
- Maintain Preventative Maintenance and Rental Fleet data.
- Contribute to Sky Eye Measurement’s NCR system with findings from Field Service.
Process Improvement
- Continuously review and optimize field service processes to enhance efficiency, productivity, and customer satisfaction.
- Report data to identify trends, opportunities for improvement, and areas of concern.
- Identify and recommend tools, technologies, and strategies to streamline service operations and improve service delivery.
- Assist with rolling out continuous improvement initiatives.
Decision Making Authority
- Coordinate Field Services activities with established procedures.
- Escalate Field Services issues, and other non-standard work to the Field Services Manager.
Qualifications
- 2-5 years of Field services, coordination, or administrative experience.
- Experience working in a Field Services, industrial, construction or operational environment preferred.
- Familiar with ERP/MRP systems.
- Strong Microsoft Office skills, particularly Excel.
- Post secondary education in business, administration, trade path or a related discipline in considered an asset.
