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Field Service Coordinator

at Hugg and Hall Equipment in Texarkana, Arkansas, United States

Job Description

Hugg & Hall Equipment Company is a leading supplier of Material Handling and Construction Equipment. Representing multiple lines, we are a turnkey operation offering new, used, parts, service and rental for industrial and construction equipment needs. Hugg and Hall knows that an environment where the employee is valued, well-trained, and confident will bring satisfaction to the customer or client. If you are seeking a career with a company that can offer opportunity and respect as a team member then you should consider employment with Hugg & Hall Equipment Company. Our team includes sales representative, service technicians, and a variety of other positions that will work together to make our customers’ needs our own. 
 
Hugg & Hall offers competitive compensation and benefits including medical, dental, vision, 401K and paid vacation. 

The purpose of the Field Service Coordinator is to maintain field service activity by assigning and dispatching field service technicians, managing field service repairs and managing preventative maintenance service, Branch and Service Department data entry, perform administrative tasks and complete service entries.

 

Essential Job Duties:

 

 Assigns and Dispatches Field Service Technicians through the following:

  • scheduling/dispatching field technicians for equipment repair and maintenance

  • answering phone calls directed to the service department

  • coordinating and prioritize service repair with customers

  • troubleshoot and assign appropriate technician for the repairs per assessment of the situation

  • coordinating service repair with internal departments

  • establishing and maintaining a status board for field repairs

  • managing customer and rental field PM lists

  • opening work orders

  • taking care of all paperwork for the team that they are assigned to-this includes but not limited to: purchase orders, time sheets, and work orders

 

 Manages Assigned Field Service Technicians daily activities through the following:

  • maintain record of sick and vacation time of assigned field service technicians

  • correctly code all technician time cards to the appropriate labor or expense code

  • reviewing field technician’s time cards and ensuring they are turned in daily.

  • plan and monitor the technicians’ job schedules, locations, time on job, and time off job.This can be accomplished by used GPS tracking services such as Navman.

  • track response time and report the average to the field service manager weekly

  • track first time fixes and report the average to the field service manager weekly

  • Monitor the status of work orders through the internal dispatch log and communication with technicians ensuring technicians are turning work orders in as soon as work is complete.  This can be done by phone calls, texting and email
  • maintain average days open to close on work orders as follows:

    • Expense, 10 days

    • Internal, 7 days

    • Customer, 10 days

  • maintain average days of last activity to close of work order as follows:

    • Expense, 2 days

    • Internal, 2 days

    • Customer, 4 days

  • schedule maintenance on service tech vans and trucks

  • keep safety a major part of the daily routine and ensure field technicians are following safe working practices

     

Performs Service Data Entry

  • Continuously update the status of service work in Central Dispatch

  • Enter time to work orders from daily time sheets

  • Enter all notes from work orders into EBS

  • Follow up on conflicting or missing information provided by service personnel as it relates to work orders and daily time sheets

  • Input miscellaneous work order entries

  • Prepare all work orders for review by the appropriate Service Department management personnel

  • Follow up with the Parts Department for any unfilled PO’s

  • Request and process Customer PO’s as necessary

  • Administer and manage all third party billing as well as all electronic/online invoicing such as Ariba, E-Tyson, and Crown

  • Issue PO’s for sublet work/parts associated with service jobs or service vehicles

  • Add/Delete/Change units and rates in the PM Master database

  • Categorize closed work orders into the following, Service Tickets, PM’s and AI’s, for the purpose of scanning

 

Assists Other Departments through the following:

  • Assisting Parts Department in following up backorders and locating parts for field repairs

  • scheduling service calls that have been transmitted to the service department for repair from internal departments

 

Other Duties:

  • Making sure that work orders are following through the procedure put in place by the FSM and service manager.

 

       Follows Boundaries for the Position:

  • be fair with all service technicians and honest with customers (internal and external)

  • issue purchase order for non-parts related purchases and vehicle repairs

  • use the field service manager to handle personnel administrative matters such as:  insurance, tax, vacation, sick time, medical leave, and pay/overtime paperwork.  All paperwork should be given to and processed through the appropriate service department personnel.

        Any Other Duties as Assigned by Supervisor

 

Qualifications:

 Required Skills/Experience

  • minimum 1 year clerical experience 

  • experience with EBS preferred

  • safe driving record

  • outstanding customer relations skills

  • strong written and verbal communication skills with ability to sell at all customer levels

  • strong administrative, clerical, and information technology skills

  • accurate and efficient

  • ability to perform in a fast-pace environment while multi-tasking to meet customers’ needs

  • ability to organize and independently manage time

  • ability to understand internal processes, systems and people needed to facilitate completion of responsibilities

 

Education

  • College degree preferred

  • High School Diploma with relevant experience

 

Physical Demands/Environmental Conditions:

This position is in an indoor office environment with a controlled climate.

This position requires sitting at a computer desk for long periods of time with constant use of a computer keyboard. 

Must be able to lift 50 pounds.

This position will continuously talk, hear, and read in verbal and written communication.

This position will continuously use hands to type.

Hugg & Hall Equipment Company is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex (including sexual orientation and gender identity), age, protected veteran or disabled status, or genetic information. We are a Drug Free Workplace and place Safety First.

 

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Job Posting: 3053796

Posted On: Sep 15, 2021

Updated On: Sep 15, 2021