Field Services Coordinator At Unified Door & Hardware Group (UDHG), the Field Services Coordinator is responsible for coordinating field service operations and supporting the efficient delivery of repair, warranty, maintenance, and customer service activities. This position serves as a central point of communication between customers, Field Technicians, subcontractors, Project Managers, and internal departments to ensure service requests are scheduled, tracked, and completed effectively. The Field Services Coordinator utilizes independent judgment in prioritizing service activities, managing schedules, coordinating resources, resolving operational issues, and supporting departmental objectives while maintaining a high level of customer satisfaction.
Key Responsibilities
Field Operations Coordination:
Coordinate field service schedules, service requests, warranty work, and repair activities to ensure timely completion.
Assign service work based on technician availability, geographic coverage, customer requirements, and operational priorities established by management.
Monitor daily field activities and communicate schedule updates, delays, and service changes to customers and internal stakeholders.
Maintain service calendars, work queues, and dispatch records to support efficient resource utilization.
Assist with the coordination and tracking of subcontractor activities and service assignments.
Customer Service & Communication:
Serve as a primary point of contact for customer service requests, scheduling inquiries, and status updates.
Communicate professionally with customers, contractors, vendors, and internal departments to ensure effective service execution.
Escalate complex customer concerns or operational issues to management when appropriate.
Follow up on open service requests to ensure timely resolution and customer satisfaction.
Maintain accurate customer records, service histories, and communication logs.
Resource Planning & Administration:
Coordinate technician schedules, time-off requests, and workload distribution to support operational needs.
Review incoming service requests and organize work assignments to maximize responsiveness and efficiency.
Assist in obtaining required documentation, permits, vendor information, and customer approvals when necessary.
Coordinate material availability and support field personnel with operational needs.
Maintain department records, reports, and operational documentation.
Service Documentation & Reporting:
Review work orders, service tickets, field reports, and documentation for completeness and accuracy.
Track service activity metrics and assist in preparing operational reports for management review.
Ensure service records are updated and maintained in company operating systems.
Monitor open work orders and follow up with field personnel to obtain required documentation.
Assist with warranty documentation, service closeouts, and customer record management.
Quality Assurance & Operational Support:
Support quality assurance initiatives by reviewing customer feedback and service documentation.
Identify recurring service issues and communicate trends to management for review.
Assist with implementation of operational processes and service procedures designed to improve efficiency and customer satisfaction.
Participate in departmental process improvement initiatives and workflow enhancements.
Support compliance with company standards and customer service expectations.
Safety & Compliance Support:
Assist with administration of safety documentation, certifications, training records, and related compliance requirements.
Help ensure field personnel maintain required documentation and operational records.
Support incident reporting and documentation processes.
Maintain compliance records and assist with operational audits as requested.
Additional Responsibilities & Miscellaneous:
Perform other duties as assigned in support of Field Services operations and departmental objectives.
Qualifications
Required Qualifications:
Associate degree in Business Administration, Operations Management, Construction Administration, or a related field; equivalent experience may be considered.
Three (3) or more years of experience coordinating service operations, dispatching, customer service, project administration, or similar operational functions.
Strong organizational, scheduling, and multitasking skills.
Ability to prioritize competing demands in a fast-paced environment.
Strong verbal and written communication skills.
Proficiency with Microsoft Office Suite and business management systems.
Strong attention to detail and problem-solving abilities.
Preferred Qualifications:
Experience in the commercial door, hardware, security, construction, or building products industry.
Experience coordinating field service technicians or subcontractors.
Knowledge of service scheduling, dispatch, warranty administration, or work order management.
Familiarity with ERP, service management, or dispatch software systems.
Experience supporting operational process improvement initiatives.
Compensation and Benefits:- Reports To Field Service Manager
- Compensation The listed pay range reflects the expected base rate for this position. Within the range, individual pay may vary based on experience, qualifications, and work location within state.
- This is a full-time position with competitive pay and benefits.
Equity: This role is not eligible for equity opportunities, awards or grants.
Benefits:
At UDHG, we're committed to supporting our employees both personally and professionally. We offer a comprehensive and competitive benefits package designed to help you thrive inside and outside of work. Our excellent package includes:
- Medical, Dental and Vision plans with leading national providers
- Health Savings Account (HSA) / Flexible Spending Account (FSA)
- Company Provided Basic Life and Accident Death & Dismemberment (AD&D)
- Voluntary Life and Accidental Death & Dismemberment (AD&D)
- Critical illness, Hospital Indemnity, Accident Coverage
- Legal Insurance PlanPaid Time Off (PTO) & Paid Company Holidays 401(k) plan with generous company match
StatementsEqual Opportunity Employer Unified Door and Hardware Group is an Equal Opportunity Employer and is committed to providing equal employment opportunities to all individuals. We value diversity and inclusion and are dedicated to creating a workplace where all employees feel respected and empowered. All employment decisions are made without regard to race, color, religion, sex, pregnancy (including childbirth, breastfeeding, or related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability status, genetic information, veteran status, or any other characteristic protected by federal, state, or local law.
In accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws, we provide reasonable accommodations to qualified individuals with disabilities to help them perform the essential functions of their job. If you need assistance or an accommodation during the application process or while employed, please contact Human Resources at Talent@myfbm.com.Posting Period This job will be posted for at least 5 days, starting on the initial post date reflected above.
