Equipment Field Service Coordinator

Job Summary

The Field Service Coordinator is responsible for managing and overseeing equipment field operations to 

ensure efficient service delivery to clients. This role involves coordinating schedules for field technicians, 

ensuring timely response to service requests, and maintaining effective communication between clients 

and service teams. The coordinator will also monitor service performance, track inventory and equipment, 

and provide administrative support to enhance operational efficiency. This is a full-time position with a 

base operation at the Quarry located in Jackson, MO. 

Job Responsibilities but not limited to

1. Service Scheduling & Dispatching:

• Team Management: Lead and manage a team of equipment field service technicians, ensuring 

optimal performance, skill development, and adherence to safety standards.

• Schedule Service Appointments: Coordinate and schedule field service appointments for 

technicians based on customer needs and technician availability.

• Dispatch Technicians: Assign the appropriate technician(s) to service calls based on expertise, 

location, and urgency of the issue.

• Prioritize Service Requests: Ensure urgent or high-priority requests are addressed promptly while 

balancing other service tasks.

2. Technician Coordination & Support:

• Provide Field Support: Act as the point of contact for technicians in the field, providing them with 

the necessary information, tools, and resources to complete tasks.

• Monitor Technician Performance: Track technician performance, ensuring timely completion of 

service tasks and adherence to company standards.

• Assist in Problem-Solving: Support technicians with troubleshooting issues in the field when 

necessary, offering guidance or escalating issues as needed.

3. Customer Interaction & Communication:

• Customer Communication: Serve as the primary point of contact for customers regarding service 

requests, scheduling, and status updates.

• Update Customers: Provide timely updates to customers on the status of their service request, 

estimated arrival times, and completion schedules.

• Customer Support: Address any customer concerns, reschedule appointments when needed, and 

ensure customer satisfaction with the service provided.

4. Documentation & Reporting:

• Service Records: Maintain accurate records of all service calls, including work performed, parts 

used, and time spent on each job.

• Work Orders: Create, update, and close work orders in the system, ensuring all details are 

accurately captured for invoicing and future reference.

• Reports: Generate regular reports on service activities, including technician performance, service 

call completion times, and equipment issues.

• Invoice Approval: verify coding and approve parts and service invoices

5. Parts & Equipment Management:

• Inventory Coordination: Ensure that technicians have access to the necessary parts and 

equipment for service calls, including coordinating with warehouses or suppliers to ensure stock 

availability.

• Order Parts: Order parts for upcoming service calls when necessary, tracking inventory levels 

and anticipating demand for specific items.

• Track Equipment Usage: Monitor the usage and condition of service tools and equipment, 

ensuring they are maintained and properly stocked.

6. Quality Control & Compliance:

• Quality Assurance: Ensure that all service work meets company standards and customer 

expectations, monitoring service quality through feedback and follow-up surveys.

• Compliance Adherence: Ensure all service work complies with safety regulations, industry 

standards, and company policies.

• Follow-Up: Conduct follow-up calls or emails to ensure customer satisfaction after service 

completion and address any outstanding issues or concerns.

7. Team Collaboration & Communication:

• Work with Other Departments: Collaborate with other departments such as sales, logistics, and 

procurement to ensure smooth coordination of service-related activities.

• Team Meetings: Participate in regular team meetings to discuss upcoming service needs, share 

feedback, and provide updates on service operations.

• Feedback Collection: Gather feedback from technicians and customers to improve service 

processes and identify potential areas for improvement.

8. Problem Resolution & Escalation:

• Issue Resolution: Handle any issues that arise during service appointments, from scheduling 

conflicts to technician difficulties, resolving problems quickly and efficiently.

• Escalate Issues: When necessary, escalate complex issues to management or senior technicians 

for further investigation or resolution.

9. Customer Satisfaction & Retention:

• Customer Relationship Management: Develop and maintain strong relationships with customers, 

ensuring their needs are met and addressing any concerns promptly.

Job Qualifications and Requirements

• High school diploma or GED required 

• Minimum 3–5 years of experience in field service coordination, dispatching, or operations support 

• Prior experience in heavy equipment, construction, quarry, mining, or industrial services strongly 

preferred 

• Working knowledge of heavy equipment systems, maintenance practices, and service workflows

• Strong ability to prioritize, schedule, and coordinate multiple service requests simultaneously

• Excellent verbal and written communication skills 

• Capable of handling conflicts, scheduling challenges, and service delays professionally

• Proficiency in Microsoft Office Suite (Excel, Word, Outlook) 

• Commitment to enforcing company safety policies and procedures

• Walking on uneven terrain, exposure to outdoor weather conditions, noise, dust, and heavy 

equipment activity 

• Ability to sit for extended periods while performing administrative duties 

• Must have valid forms of identification 

• Must be able to pass a drug test, background check and other required testing

The Southern Stone Company is an equal opportunity employer