Key Facts

Remote From:

Full time

Expert & Leadership (>10 years)

English

Hard Skills

Dispatch Coordination Service Management Cross-Functional Collaboration Business Communication Safety Standards Help Desk Support Billing Vendor Management Service Management Stakeholder Communications Operational Reporting Inventory Management Internal Documentation SAP CO Organizational Structure Communication Sciences

Other Skills

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Virtual Teams
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Microsoft Office
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Report Writing
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Decision Making
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Adaptability
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Multitasking
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Time Management
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Detail Oriented
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Quick Learning
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Prioritization
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Verbal Communication Skills
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Social Skills
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Problem Solving

Roles & Responsibilities

Prior experience in field service coordination or technical support preferred
Strong organizational and time-management skills
Excellent communication and interpersonal abilities
Proficiency in service management or scheduling software

Requirements:

Coordinate and schedule field service technicians to ensure timely resolution of client issues related to RAS
Communicate clearly with customers regarding service appointments, status updates, and problem resolution
Track and document all service activities, ensuring accurate records for reporting and billing
Manage and prioritize service tickets to meet client expectations and SLA requirements

Job description

Job Summary:
The RAS Field Service Coordinator is responsible for overseeing and coordinating field service activities related to RAS (Remote Access Service or relevant function). This role involves dispatching technicians, managing service schedules, ensuring customer satisfaction, and maintaining communication between field teams and customers to deliver efficient and effective service solutions.

Primary Activities/Duties:

Coordinate RAS field service technicians (direct employees/sub-contractors); communicate by telephone, teams, and email to all parties throughout the process until satisfactory results have been achieved in cost effective manner

Key Responsibilities:

Coordinate and schedule field service technicians to ensure timely resolution of client issues related to RAS.
Communicate clearly with customers regarding service appointments, status updates, and problem resolution.
Track and document all service activities, ensuring accurate records for reporting and billing.
Manage and prioritize service tickets to meet client expectations and SLA requirements.
Collaborate with inventory and parts management to ensure technicians have necessary tools and parts.
Monitor and report on service performance metrics, identifying areas for improvement.
Liaise with technical support and other departments to resolve complex issues swiftly.
Ensure all field operations comply with safety standards and company policies.
Provide administrative support, including preparing reports, scheduling, and documentation.

Qualifications:

Prior experience in field service coordination or technical support preferred.
Strong organizational and time-management skills.
Excellent communication and interpersonal abilities.
Ability to prioritize tasks in a fast-paced environment.
Knowledge of RAS technologies or related systems is a plus.
Proficiency in service management or scheduling software.

Working Conditions:

Office-based with frequent communication with field technicians.
Some travel or site visits may be required.
Ability to manage multiple priorities simultaneously.

Physical Requirements:
Stand or sit for long durations of time, up to and exceeding 8 hours. Work with keyboard for up to and exceeding 8 hours. Stand, walk, bend, twist, and reach frequently throughout the work shift.

Mental Requirements:
Work in a fast-paced environment, adapt to assignment changes easily, ability to multi-task, learn repair and office procedures. Learn to use new software. Must be detailed oriented; communicate effectively via oral and written with all levels of vendors and customers.

Safety Requirements:
Wear safety-toed footwear, safety glasses with side shields, hearing protection and additional personal protective equipment where required.

Direction & Decision Making:
Complete directives either given verbally or written, make and assist in determining logical decisions.

Relationship:
Direct Contacts: Director – Service Operations, SBU-7 team members, internal and external vendors and customers
Indirect Contacts: All other departments throughout the plant.

Knowledge & Experience:
Previous field service is preferred.
Attention to details and organization skills with great follow-up skills.
Intermediate level of experience with Microsoft Office products.
SAP experience a plus.

Work Environment: Must work in both office and plant floor environment.

If you require reasonable accommodation for any part of the application or hiring process due to a disability, you may contact the company’s Human Resources Department at (937) 399-0500.

This option is reserved for individuals who require accommodation due to a disability.

Rittal LLC and Eplan are proud to be an affirmative action/equal opportunity employer. EEO, including Disability/Vets.

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