Service Coordinator

Position: Field Service Coordinator Salary Grade: E3

Primary Purpose: To coordinate the activities of the Burr Oak Tool Inc. field service department.

Roles: Expected behaviors and activities performed to fulfill responsibilities

• Set an example of working hard and doing the right things; exhibit energy and positivity.
• Engage in clear, courteous, effective, honest and open communications with team members and others within and outside the company.
• Know, understand and follow all applicable BOT processes and procedures.
• Judgement in observation and developing workable solutions with varied situations.
• Evaluate procedures, facilitating and advising team on process improvements.
• Perform any other normal business activities assigned by your superiors in or out of the scope of this position’s description.

Responsibilities: Quantifiable metrics to which a person is held accountable.

• Reviews field service reports and determines proper follow-up actions.
• Acts as liaison between departments for service-generated issues.
• Plans service department work schedules to best support customer’s needs.
• Establishes or adjusts work procedures to best satisfy internal and external customers.
• Recommends measures to improve service to our external customers.
• Resolves work problems and assists workers in solving work problems.
• Reports out to Director of Business Development the current status of projects and continuous improvement efforts.
• Confers with company supervisors to coordinate activities of individual departments and resolve concerns from these internal customers and suppliers.
• Ensures employees have the tools needed to effectively do their assigned roles.
• Coordinates with Assembly supervisors to coordinate the training of all field service technicians to achieve established standards, while encouraging people to be the best they can be.
• Performs the duties of a service technician contingent on service demand.
• Provides support for inside sales as needed.

Skills: Essential qualifications and functions gained through training and experience

• This position requires the use of desktop or laptop computers, precision hand and measurement tools; telephone and fax machine.
• High school diploma or equivalent.
• This job is classified as sedentary; must be able to sit, operate controls with hands, and touch and feel keys with fingers continuously.
• A minimum of 5 years of mechanical, assembly, or finishing experience required. 2-3 years of control troubleshooting. Strong leadership skills are essential.
• High energy level, comfortable performing multi-faceted projects in conjunction with day-to-day activities.
• Strong interpersonal skills. Ability to get along with diverse personalities, tactful, mature, and flexible.
• Documentation of a drug screen must be provided prior to starting this position.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.