Field Service Coordinator

About the role

The Field Service Coordinator is responsible for managing and coordinating field service operations for heavy-duty diesel trucks, equipment, and generators. This role acts as a key liaison between customers, field technicians, and internal teams to ensure timely, efficient, and high-quality service delivery. The ideal candidate will have strong organizational skills, technical knowledge of diesel engines and related systems, and the ability to thrive in a fast-paced environment.

Responsibilities

• Service Scheduling: Coordinate and schedule field service appointments, preventive maintenance, and emergency repairs for customers, ensuring optimal use of technician time and resources.
• Customer Communication: Act as the primary point of contact for clients, providing updates on service status, addressing inquiries, and resolving scheduling or service-related issues.
• Technician Support: Dispatch field technicians to job sites, provide them with detailed work orders, and ensure they have the necessary parts, tools, and information to complete repairs or maintenance.
• Work Order Management: Create, track, and close work orders in the company’s service management system, ensuring accurate documentation of services performed, parts used, and time spent.
• Parts Coordination: Collaborate with the parts department to order and track inventory, ensuring availability of components for scheduled and emergency repairs.
• Service Reporting: Generate and analyze service reports to monitor technician performance, customer satisfaction, and service efficiency; escalate issues as needed.
• Compliance & Safety: Ensure all field service activities adhere to industry regulations, safety standards, and company policies.
• Troubleshooting Support: Assist technicians remotely by providing technical guidance or coordinating with engineering teams for complex repairs on diesel engines, generators, or heavy equipment.
• Billing Coordination: Work with the accounting team to ensure accurate invoicing for completed services, including labor, parts, and travel costs.

Qualifications

• Experience: 2+ years of experience in a service coordination, dispatching, or customer service role, ideally within the heavy-duty diesel truck, equipment, or generator industry.
• Technical Knowledge: Familiarity with heavy-duty diesel engines, generators, hydraulics, and electrical systems; ability to read and interpret service manuals and schematics is a plus.
• Skills:
  • Strong organizational and multitasking abilities.
  • Excellent verbal and written communication skills.
  • Proficiency in service management software (e.g., ERP systems, CRM tools) and Microsoft Office Suite.
  • Problem-solving skills and a customer-focused mindset.

Benefits

• Competitive wages.
• Uniforms fully supplied by Interstate.
• Tuition assistance for educational and ongoing career growth.
• Health, dental, and vision coverage beginning on the first day of the following month.
• Paid Time Off (PTO) accruing from day one of full-time employment.
• Six holidays and two floating holidays per year.
• 401(k) with company matching.
• Long-term and short-term disability insurance.
• Life insurance.
• Healthiest You virtual healthcare paid by Interstate.
• PPE reimbursement for safety glasses and safety boots.
• Pet insurance.
• Employee discounts on products and services.
• Paid Employee Assistance Program with 24/7 access to a guidance consultant.
• Paid health and well-being screening for employees and their spouses.