Field Service Coordinator

Field Service Coordinator

Reporting to the Product Support & Field Service Manager, this position is responsible for Field Service Coordination. Ensures efficiency and customer expectations are met associated with non-data center field service requests globally. Ensures alignment with cross functional G&W teams, sales representatives, and customers regarding project scope, design details, and schedules. Responsible for personnel, planning and execution of Field Service

As a Field Service Coordinator you will:

• Plan and schedule field service activities considering project timelines, customer availability, and the schedules of G&W Field Service Technicians.
• Serve as the primary point of contact for customers regarding the scheduling, site specific requirements, and logistical aspects of field service projects.
• Provide quotations for billable services
• Manage the financials of services including the quotation requests, purchase order creation, and providing the proper documentation to Accounts Payable to ensure payments for services have been made.
• Provide all documentation to the AMS Service Associate for invoicing customers on billable services.
• Coordinate closely with our technicians to ensure they have the necessary information, access, and resources to perform the required field service work.
• Work with the AMS Field Service Project Manager when utilizing 3^rd party service technicians.
• Communicate proactively with customers regarding scheduled service appointments, technician arrival times, and any potential scheduling changes.
• Monitor the progress of field service work remotely, ensuring adherence to schedules and escalating any delays or issues.
• Serve as the primary point of contact for urgent requests from the field, i.e. shipping of components to site, Engineering escalation or support.
• Track and document the completion of field service tasks and ensure that all required reports and documentation are submitted by technicians.
• Identify and help mitigate logistical risks associated with field service activities, such as access issues or scheduling conflicts.
• Coordinate any necessary follow-up field service activities based on project requirements. This includes involving Quality, Engineering, or other departments within the organization when appropriate.
• Maintain accurate records of field service schedules and completion status in Salesforce.
• Provide weekly updates to the AMS Services Manager on the status of field service activities.
• Participate on AMS' behalf for Retro-Fit update meetings at Data Center sites when services are required.
• Assumes case assignment responsibility in Sales Force for all field service requests that are not data centers; ensures appropriate information is provided to deploy and scope project, including upgrade/retrofit projects.
• Generates CIIs for repetitive or life safety issues.
• Rotates with Product Support Specialists on after hours hot-line.

We are looking for someone who:

• Possesses an Associates Degree in Electronics or equivalent experience
• Has 5 + years' progressive direct experience in field service, sales or G&W product which includes team and/or project leadership experience.
• Is highly effective communication skills required to influence at all levels inside and outside of the organization
• Has demonstrated ability to prioritize and reassess as necessary
• Is proficient in MS Office
• Ideally has experience with Salesforce and JDE software programs

The physical demands of the job are:

• General Office Environment, PC use
• Very occasional lifting floor to waist up to 75lbs

What we offer you:

Pay Range is typically between $55,309 - 67,753 annually

Please note the pay information shown above is a general guideline. Pay is based upon candidate skills, experience, and qualifications.

G&W Electric offers a comprehensive benefits package that includes:

• Medical, Dental and Vision Insurance
• Short and Long-Term Disability
• Life Insurance
• Health club membership program and reimbursement
• Employee Assistance Program
• Tuition Reimbursement
• 401 (k)
• Annual Profit Sharing
• Vacation
• Air-conditioned/heated state-of-the-art manufacturing facility

About G&W Electric

Innovating since 1905, G&W Electric has grown into a global leader in engineered electrical power grid solutions. Working with us means joining a worldwide team of passionate manufacturing professionals striving to continually improve the technologies the world depends on to deliver safe, reliable electricity. Our culture is focused on employee success, so we foster an entrepreneurial environment that encourages everyone to thrive.

Learn more about our company by watching this video: https://www.youtube.com/watch?v=DMtAhsdYeUQ

G&W Electric enjoys a long reputation for product quality, innovation and world-class customer service to the power industry. We have established this reputation by believing that our greatest asset is our employees. We owe our success to the initiative and talents of highly skilled individuals within our team-based organization. Our goal is to set the standard for customer satisfaction by ensuring a superior level of service, performance and innovation. As a global organization and industry leader, we are committed to cultivating an engaging work environment that embraces our core values and develops our talent. Our continuous focus on growth and innovation means that you become part of a company that provides challenging opportunities, rewards excellence and combines your individual expertise to achieve a higher level of shared success. As part of our organization, you also help power the world!

G&W Electric is proud to be an Equal Opportunity Employer. All employees and applicants will receive consideration for employment without regard to age, color, disability, gender, national origin, race, religion, sexual orientation, gender identity, protected veteran status, or any other classification protected by federal, state, or local law. G&W Electric participates in the E-Verify process for all new hires.

*G&W Electric participates in the E-Verify process for all new hires.

VEVRAA Federal Contractor