Customer Service Coordination Manager

Description: Hours: M-F "In -House" 7:30 -4:30

Salary: $90,000.00 - $120,000.00

POSITION: The Customer Service Coordination Manager – Field Services serves as the primary technical and operational point of contact for incoming field service requests. This role manages customer communications, evaluates technical needs, translates requirements into internal work orders, and project-manages field service activities from intake through completion.

This position bridges customers, field service technicians, and internal teams (Eng, Ops, QC, PM and Field Service) to ensure field service work is timely and effectively responded to, scoped, scheduled, resourced, and executed. The role emphasizes ownership of the customer intake process and ongoing communications acting as 1st line technical liaison to initiate and engage cross functional response and communication activities. This position can shape the processes and build capabilities to scale and grow with the business and team in a rapidly growing industry / business.

KEY RESPONSIBILITIES: Customer Intake & Technical Alignment

• Serve as the primary point of contact for incoming customer phone calls and emails related to field service, startup, commissioning, troubleshooting, warranty, and site support.
• Perform initial technical intake, discovery, and investigation to determine scope, urgency, site conditions, and required resources (resource allocation & documentation)
• Clarify customer expectations, constraints, and timelines to align service solutions with operational realities
• Maintain consistent, professional communication with customers regarding schedules, execution plans, and status updates

Project Management of Field Service Activities

• Manage field service work as technical projects from request intake through completion to lead written communications & actions both internally and externally
• Maintain and adjust scope, objectives, deliverables, risks, and execution plans for service activities as required
• Coordinate multiple concurrent service projects while maintaining schedule integrity and priority alignment
• Monitor progress and proactively address execution risks, technical issues, and schedule conflicts
• Provide regular updates and action items lists to customers and internal project teams / stakeholders. Escalate conflicts / blockers to appropriate parties for resolution as required
• Work with customers, suppliers, and overall customer field service team to identify needed training, certifications, and safety requirements are understood and communicated to project teams

Internal Coordination

• Coordinate with Eng, Ops, QC, PM and Supply Chain/suppliers to resolve and document technical issues
• Ensure internal stakeholders have clear visibility into scope, timing, and execution responsibilities
• Provide technicians with complete job packages including drawings, procedures, scope details, and site requirements
• Requires technical writing skills to interpret, supplement, and create written instructions, presentations, excel data summaries, etc for use by customers, technicians, & other internal and external stakeholders
• Facilitate feedback loop with the organization (Sales, Eng, PM, Ops, QC, SC) using data and metrics to enable continuous improvement lessons upstream

Planning & ERP Data Integrity:

• Documentation & Systems - responsible for team creation and closeout of quotes, POs, internal work orders, part numbers, transactions in ERP/CRM systems to support field service execution
• Resource scheduling - Field Service Coordination team responsible for maintaining a resource schedule / calendar communicating resultant project schedules with project team and escalate scheduling conflicts for resolution as required
• Allocate tasks and support Field Service Coordination activities to create / have responsible parties create quotes, POs, internal work orders, part lists, ERP transactions, etc

Planning & ERP Data Integrity:

• Associate or bachelor’s degree in electrical engineering, engineering, or related field strongly preferred; 8-10+ years direct switchgear/field service coordination experience will be considered
• 5-8 years of experience in technical project management, field service coordination, or electrical service operations.

Experience in electrical switchboards, switchgear, or power distribution environments preferred.

• 3-5+ years of experience with ERP and project management tools and databases

Core Competencies

• Strong technical judgment and structured problem-solving skills
• Strong listening, verbal, & written communication skills required
• Highly organized with the ability to manage multiple projects
• Comfortable coordinating across departments and driving execution accountability
• Proficiency with MS suite of products required – Email, Word, Excel, PowerPoint

Technical Skills

• Working knowledge of electrical switchboards, switchgear, and power distribution equipment
• Familiarity with UL 891 and ANSI C37 standards
• Ability to interpret electrical drawings, one lines, and service documentation required
• Proficiency with ERP/CRM systems and project tracking tools