Job Summary
Location: South Deerfield, MA
Department: Field Services
Reports To: Director of Field Services
The Field Services Coordinator is responsible for coordinating the day-to-day operations of ScentBridge's field service team, ensuring exceptional customer service through efficient scheduling, proactive communication, and timely completion of installations, preventative maintenance, emergency service, and equipment replacements. This position serves as the central point of communication between customers, field technicians, sales, operations, and warehouse personnel to maximize technician productivity while delivering a best-in-class customer experience.
The ideal candidate is highly organized, customer-focused, and thrives in a fast-paced environment where priorities change throughout the day.
HVAC industry experience is required. ScentBridge's scent diffusion systems integrate with commercial HVAC systems, and this position must effectively coordinate field technicians, understand HVAC terminology and equipment, and communicate confidently with customers, contractors, and facilities personnel.
Essential Responsibilities
Field Service Scheduling & Dispatch
- Schedule and coordinate installation, preventative maintenance, repair, emergency service, and equipment replacement appointments.
- Optimize technician schedules and travel routes to maximize productivity and minimize travel costs.
- Monitor technician status throughout the day and adjust schedules as priorities change.
- Coordinate after-hours and on-call service requests as needed.
- Ensure customer commitments and service level expectations are met.
Customer Communication
- Serve as the primary point of contact for incoming field service requests.
- Communicate appointment confirmations, estimated arrival times, and schedule updates.
- Proactively notify customers of delays or changes.
- Coordinate access requirements with customer facilities and property managers.
- Follow up with customers to confirm satisfaction after service visits.
Work Order & Equipment Management
- Create, update, and close work orders in Acumatica Service Management.
- Maintain accurate equipment records, including serial numbers, installation dates, warranty information, and service history.
- Review technician service reports for completeness and accuracy.
- Ensure labor, travel time, parts, and service notes are entered accurately.
- Track open work orders and coordinate timely completion.
Preventative Maintenance Coordination
- Manage recurring preventative maintenance schedules across the customer base.
- Ensure maintenance visits are completed according to service agreements.
- Coordinate seasonal maintenance campaigns and customer communications.
- Monitor contract compliance and completion metrics.
Parts & Inventory Coordination
- Coordinate with warehouse personnel to ensure technicians have the appropriate equipment, replacement parts, and fragrance oils before scheduled appointments.
- Track inventory availability and special-order items.
- Coordinate shipment of parts directly to customer sites when appropriate.
- Schedule return visits when parts become available.
Technician Support
- Provide technicians with complete work order information, customer history, equipment details, and installation requirements.
- Assist technicians in resolving scheduling conflicts and customer issues.
- Monitor technician productivity and daily workload.
- Support new technician onboarding by coordinating schedules, equipment, and documentation.
Administrative & Reporting
- Maintain accurate service records and customer information.
- Generate reports related to technician utilization, open work orders, preventative maintenance completion, response times, and service trends.
- Assist the Director of Field Services with workload forecasting and resource planning.
- Identify opportunities to improve scheduling efficiency and customer satisfaction.
Qualifications
Education
· High school diploma or GED required.
· HVAC experience with licensing, certificate or equivalent is preferred. Associate's or bachelor's degree in Business, Operations, or similar field is preferred but not required.
· Equivalent combination of education, technical training, certifications, and relevant work experience will be considered.
Experience
- Minimum of 1 - 2 years of experience in field service coordination, dispatching, operations, customer service, or a related role.
- Minimum of 3 years of experience in the HVAC industry required.
- Experience coordinating commercial service technicians, preventative maintenance programs, and customer service.
- Experience using ERP or field service management software, preferably Acumatica, is strongly preferred.
Required Skills
- Exceptional organizational and time management skills.
- Strong customer service and communication abilities.
- Ability to prioritize multiple competing demands.
- Detail-oriented with excellent follow-through.
- Proficient in Microsoft Office Suite, especially Outlook, Excel, and Teams.
- Comfortable learning new software and technology platforms.
- Ability to work independently while collaborating across departments.
- Professional demeanor with strong problem-solving skills.
Preferred Qualifications
- Experience coordinating installation or service technicians.
- Familiarity with preventative maintenance programs.
- Experience with inventory or equipment management.
- Knowledge of ERP systems and CRM software.
- Understanding of logistics and route optimization.
Pay: $28.85 - $33.65 per hour
Work Location: In person
