Field Service Coordinator

About JLG, an Oshkosh company

JLG began in 1969, when our founder, John L. Grove set out to resolve growing safety concerns in the construction industry. Since then we have been committed to understanding the challenges and delivering innovative solutions to the access market. We partner with customers to provide quality equipment, training opportunities and trusted support within the access industry. We are a global company, and our products—including mobile elevating work platforms, telehandlers, utility vehicles and accessories—can be found all over the world.

The overall scope of the Field Service Coordinator is to manage the day to day operation of the field service team. The Field Service Coordinator is responsible for achieving set operational KPI’S for the field service operation within the nominated region.

The Field Service Coordinator will also liaise with the appropriate managers and team members in order to achieve the set KPI’S.

ESSENTIAL DUTIES AND RESPONSIBILITIES:  

These duties are not meant to be all-inclusive and other duties may be assigned.

• Responsible for achieving operational KPI’S for the field service team
• Coordinate field service technician’s daily activities.
• Assist with the performance reviews for all field service technicians for the given region
• Responsible for ensuring all set policies and procedures are applied and adhered to.
• Answering calls on behalf of the service department and the branch.
• Logging and allocating service jobs for the field technicians.
• Responsible for posting all internal and external field service jobs.
• Generating Field service reports for management as required
• Quoting additional jobs to customers that field technicians report.
• Responsible for providing superior customer service, building, and developing relationships with the regions’ customer base.
• Identifying new business opportunities and reporting to management.
• Coordinating and scheduling van stock takes as required
• Ensuring all timesheets for the field service team are processed in a timely manner.
• General administrative and ad hoc duties as required
• Keep management team up to date with current market trends

MINIMUM QUALIFICATIONS:  

• Previous experience in a similar role – coordinating a team of Field Service Technicians or equivalent
• Ability to effectively communicate both written and verbal
• Relationship building and the ability to provide a high level of customer service
• Strong organizational skills with exceptional follow through and attention to detail
• Exceptional time-management with the ability to multi-task to meet deadlines Strong Language, Literacy and Numeracy including the ability to write customer emails, job notes, communicate instructions, basic numeracy such as time, parts numbers, quantities, and time sheets
• Ability to work independently and as a team

PREFERRED QUALIFICATIONS:  

• Basic to intermediate computer skills including Microsoft suite and CRM systems
• Results focused with the ability to exceed targets and KPI’s
• Experience with generating leads and sales
• Experience within the access industry would be advantageous