Summary: The Lead Field Service Coordinator is responsible for overseeing, monitoring, and enhancing field service operations for STULZ Product Support. This role involves providing expert support and guidance to factory-direct and PSN technicians performing on-site services, including startup/commissioning, warranty work, and repairs. The coordinator ensures that services are delivered effectively and align with customer requirements. Additionally, this position involves mentoring and guiding the team to foster their success and drive overall performance excellence.
Essential Duties and Responsibilities
Lead Coordinator Responsibilities:
Mentor Field Service Coordinators focused on channel sales and strategic accounts.
Train new Service Coordinators to ensure effective onboarding and training.
Oversee all scheduling activities, providing input and feedback to the coordinators.
Deliver daily status updates to the PS Leadership Team.
Act as a liaison between the PS Leadership Team and Service Coordinators.
Manage and oversee strategic customer sites.
Review and approve contractor invoices for accuracy and compliance.
Conduct quality assurance for Service Orders to maintain high service standards.
Service Coordination
Oversees coordination for all field service logistics to schedule post sales services.
Verifies services purchased within a Sales Order.
Provide quotations for after sales services.
Break Fix items
Preventative Maintenance
Unit modifications
Create and manage purchase orders within SAP
Approve additional time required to complete a service visit.
Interfaces with General Contractors, Sales Reps and End-users via telephone and/or email to ensure prompt and accurate support.
Interface with customers and sales representatives to schedule after sales support.
Handle and resolve customer complaints / inquiries via email or phone in a timely and accurate manner.
Maintain an understanding of company's product lines.
Responsible for receiving the following documents thoroughly completed and uploaded to the service order for QA closeout.
Pre-Start-Up Request Checklist.
Start-Up Checklist
Service Tickets/Field Reports
Invoice (if applicable).
Proactively interface with techs regarding job status and location.
Provide technician perinate scheduling details.
Process the technician's parts.
Project Management
Attends daily and/or weekly Commissioning Calls with the job sites.
Reports status updates to Stakeholders.
Coordinates all services for the site.
Provide service documentation, service tickets, startup sheets, warranty certificates and etc.
Data Entry
Reviews Service Tickets, invoices and checklists for accuracy and discrepancies.
Responsible for tracking incomplete and missing documentation from Service Contractors (PSN) and Technician and ensures all required documentation is received prior to approving invoices and completing the service order.
Initiates and maintains customer warranties and provides warranty certification to the end-user upon request.
Maintains and tracks entries within the quote log.
Process
Works with the Business Process Administrator to identify process efficiencies and compliance.
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.
The Lead Field Service Coordinator must be committed to lead the team to service excellence and always demonstrate a Customer First attitude, possess excellent verbal and written communication skills; must be punctual; self-motivated; have ability to work without direct supervision and must display professionalism, patience/empathy in time sensitive situations
Ability to solve problem.
Can quickly change focus from one issue to another.
Empathy and willingness to listen.
Ability to learn and become highly effective in SAP (ERP system)
Strong work ethic, trainable, coachable, flexible and visionary.
Calmness under pressure.
Attention to detail a must.
Good decision making and communication skills.
Interest in helping and working with customers.
Sound practical judgement of priorities.
Ability to work independently and as a team member.
Education
Associate degree or high school diploma with equivalent customer service experience
3 years in Service Coordination
Proficient in Microsoft office software
Previous HVAC service/dispatching experience preferred, but not required.
