Job Location : Houston,TX, USA
Summary
The Field Service and Installations Coordinator is responsible for coordinating service efforts and responding to customer service requests to ensure smooth operations. This position plays a key role in overseeing installation schedules, customer communication, and the successful completion of field services, ensuring high-quality service delivery within defined project scope, deadlines, and budgets.
Responsibilities
* Coordinate Service and Installation Schedules: Create and maintain schedules for Field Service Technicians and Installations based on incoming service requests, ensuring efficient allocation of resources and time.
* Customer Communication: Respond to customer inquiries via phone and email, providing clear and accurate information on service statuses, timelines, and solutions.
* Jobsite Coordination: Communicate jobsite specifics to customers, subcontractors, and internal teams to ensure smooth project execution. Verify service requests to ensure they are fulfilled accurately.
* Collaboration with Internal Teams: Liaise with internal teams, including engineers and project managers, to determine optimal methods and strategies to meet project deadlines, budgets, and customer expectations.
* Project Management: Manage installation projects from initiation to completion, ensuring that all work is completed within the defined scope and budget, while maintaining high standards of quality.
* Confirmation of Service-Related Documentation: Verify service-related quotes, sales orders, and invoices to ensure accuracy and compliance.
* Diagnostics and Troubleshooting: Conduct diagnostics of scoreboards via phone or remote tools, providing technical support and troubleshooting assistance to customers.
* Expense Report Management: Organize and manage expense reports for travel, jobsite costs, equipment, etc., ensuring timely and accurate submissions.
* Continuous Learning and Development: Participate in training sessions on topics relevant to Watchfire's operations and stay informed about industry best practices and technological advancements.
* Physical Requirements: Regularly stand, walk, stoop, kneel, and crouch in and around confined spaces at job sites. Must consistently lift and carry up to 10 pounds and occasionally lift/move up to 50 pounds.
Required Qualifications/Skills
* Proficiency in English: Strong reading, writing, and verbal communication skills in English, with the ability to comprehend written, visual, and verbal instructions.
* Problem-Solving Skills: Excellent reasoning abilities to identify the root causes of issues and quickly develop effective solutions, minimizing repair times.
* Customer-Focused Communication: Ability to communicate professionally and effectively with customers, contractors, and internal teams.
* Multitasking and Time Management: Strong organizational and multitasking skills, with an understanding of urgency and the ability to prioritize tasks effectively.
* Technical Knowledge: Solid understanding of technical troubleshooting, project management, and the ability to read technical drawings and manuals.
* Teamwork: Ability to collaborate effectively in a team environment, contributing to collective goals and outcomes.
Required Education and Licensing
* Experience: Minimum of 1 year of similar work experience with an associate's degree in a technology or related field; or a bachelor's degree in a technology or related field; or at least 3 years of relevant experience; or a Journeyman's card in a Building/Construction Trade.
* Technical Proficiency: Strong computer skills with experience using Microsoft Office Suite (Word, Excel, Outlook), smartphones, tablets, and other digital tools.
* Certifications: 6 CEUs in telecom, electronics, industrial wiring, and/or safety within the past two years is highly advantageous
Additional Skills and Attributes
* Attention to Detail: Ability to carefully review and verify service requests, quotes, invoices, and schedules to ensure accuracy and compliance.
* Adaptability: Willingness to adapt to changing schedules, priorities, and customer needs in a fast-paced, dynamic environment.
* Safety Awareness: Knowledge of safety practices and ability to maintain a safe work environment on job sites.
* Customer Satisfaction Focus: A commitment to delivering an exceptional customer experience and exceeding client expectations.
* Watchfire is an Equal Opportunity Employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.
* Legal authorization to work in the US required. We will not consider candidates who need sponsorship, now or in the future, to be legally employed in the US. No H1B, OPT, CPT or other temporary work authorization candidates will be considered.
Revised: 11/13/2024