• Field Service Coordinator

    Job Locations US-CA-San Francisco
    Job ID
    2018-2093
    Category
    Administration
  • Company Overview

    Humanscale is the premier designer and manufacturer of ergonomic products that improve health and comfort at work. Our award-winning office products –seating, sit/stand desks, technology support and lighting – have led the industry in performance and simplicity for over 30 years.

    Overview

    The Field Service Coordinator is responsible to schedule, assign, and dispatch Field Service Technicians to meet customer service requirements, tracking, documenting work, and other fulfillment issues. This position will be responsible to support all facets of the customer’s field service experience for their territory.

     

    The Field Service Coordinator will demonstrate strong organizational, technical, communication, and customer service skills. They will assure the customer’s needs are addressed in the best and most professional manner. The Field Service Coordinator will remain current on all product knowledge, including but not limited to; standard installations, technical service bulletins, and warranty repairs. They will maintain expected service level agreements for all processes as outlined in Humanscale’s training modules, policies and procedures, and installation programs.

    Responsibilities

    • Handle all facets of the customer’s field service experience for their dedicated territory
      • Act as the single point of contact for customers & field service technicians
    • Identify, analyze, troubleshoot, and solve customer problems, addressing any concerns before scheduling a technician
    • Schedule & Track technician’s workload
    • Process Work Orders
    • Report Defects/QC Customer Complaints
    • Process and track Warranty Orders (replacement parts/stock parts)

     

      • Partner with the project coordinators to support their needs
        • Onsite support for mockups and installation
        • Post installation support and training coordination
      • Compile and report on all critical info for supervisor assigned tasks
    • Field Service Coordinators are responsible to
      • Professionally assist customers and the sales team via telephone, email, and in person in a manner that will create an effortless experience
      • Ensure that all customers feel they are a priority
      • Adhere to Humanscale procedures and standard operating processes
      • Maintain comprehensive knowledge of all existing and new Humanscale products
      • Understand how installations and warranty repairs are conducted for all existing and new Humanscale products
      • Demonstrate a positive attitude and a high level of personal credibility and integrity with dealers, customers, sales, management, and other co-workers
      • Ensure the Humanscale brand is reflected at each touchpoint of the process
    • Be a catalyst for continuous improvement
      • Prevent future issues from arising by assessing trending issues and partnering with their sales reps, peers and manager to create or modify process to address at the root cause
      • Proactively suggest solutions based on past resolutions and experience
    • Key Competencies:

       

      • Obsessed with the Humanscale customer experience
      • Excellent verbal and written communication skills
      • Quick learner and problem solver; able to seek out solutions autonomously
      • Able to decipher ambiguous situations and identify the proper path
      • Strong organizational and prioritization skills
      • Proven ability to partner with others to accomplish goals

    Qualifications

     

       

    EDUCATION AND EXPERIENCE:

    Two years of related experience or training

    Proficient computer and typing skills

    Sales and/or Customer Service experience

     

    COMPUTER SKILLS:

    Microsoft Office, including Excel/Word/Outlook/Visio (intermediate or advanced skills only); PowerPoint (Basic skills), Oracle and Infor knowledge.

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