Location: Concord, MA
Pay: $33/hour
Schedule: Monday–Friday, 8:00 AM–4:30 PM
Work Arrangement: Hybrid – 3 days onsite per week; approximately 4 days onsite during initial training
Position Summary
We are seeking an experienced Field Service Coordinator to support day-to-day field service operations, including scheduling, customer communication, resource coordination, and service administration. This position will coordinate Field Service Engineer schedules and customer appointments while helping ensure service requests are handled accurately and efficiently.
The ideal candidate has previous experience coordinating field operations or technical service teams, strong customer service skills, and hands-on experience working with ERP, CRM, and scheduling systems.
Key Responsibilities
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Coordinate Field Service Engineer schedules, dispatch activities, and customer appointments.
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Schedule and prioritize service requests based on customer needs, engineer availability, and business priorities.
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Manage schedule changes, urgent service requests, and customer escalations.
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Serve as a primary point of contact for customers regarding service appointments and scheduling.
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Provide customers with updates regarding service timelines, engineer availability, and schedule changes.
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Maintain accurate service records, work orders, and customer information within ERP, CRM, and scheduling systems.
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Support service order administration from initial request through completion.
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Coordinate across Field Service, Operations, Customer Support, and other internal teams.
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Monitor service activity and assist with operational reporting and KPI tracking.
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Identify potential scheduling or service issues and proactively work toward resolution.
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Help ensure service-level commitments and customer expectations are consistently met.
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Support process improvements related to scheduling, communication, resource utilization, and overall service delivery.
Qualifications
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Bachelor’s degree in Business Administration, Operations, Management, or a related field preferred.
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5+ years of experience in field service coordination, service scheduling, customer operations, customer service, dispatch, or a related role.
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Previous experience scheduling and coordinating field technicians, engineers, or other service resources.
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Strong customer service and communication skills.
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Ability to manage multiple schedules, customer accounts, and competing priorities simultaneously.
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Experience working with ERP, CRM, and scheduling systems is required.
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SAP and/or SyteLine experience is highly preferred.
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Proficiency with Microsoft Office, including Outlook, Excel, Word, and Teams.
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Strong attention to detail, organization, and problem-solving skills.
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Experience within manufacturing, scientific instrumentation, semiconductor, technical service, or another equipment-based environment is a plus.
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Ability to work effectively in a fast-paced, customer-focused environment.
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