Service Coordinator

Position: Field Service Coordinator                                                           Salary Grade: E3

Primary Purpose: To coordinate the activities of the Burr Oak Tool Inc. field service department.

Roles: Expected behaviors and activities performed to fulfill responsibilities

•  Set an example of working hard and doing the right things; exhibit energy and positivity.


• Engage in clear, courteous, effective, honest and open communications with team members and others within and outside the company.


• Know, understand and follow all applicable BOT processes and procedures.


• Judgement in observation and developing workable solutions with varied situations.


• Evaluate procedures, facilitating and advising team on process improvements.


• Perform any other normal business activities assigned by your superiors in or out of the scope of this position’s description.

Responsibilities: Quantifiable metrics to which a person is held accountable.

• Reviews field service reports and determines proper follow-up actions.


• Acts as liaison between departments for service-generated issues.


• Plans service department work schedules to best support customer’s needs.


• Establishes or adjusts work procedures to best satisfy internal and external customers.


• Recommends measures to improve service to our external customers.


• Resolves work problems and assists workers in solving work problems.


• Reports out to Director of Business Development the current status of projects and continuous improvement efforts.


• Confers with company supervisors to coordinate activities of individual departments and resolve concerns from these internal customers and suppliers.


• Ensures employees have the tools needed to effectively do their assigned roles.


• Coordinates with Assembly supervisors to coordinate the training of all field service technicians to achieve established standards, while encouraging people to be the best they can be.


• Performs the duties of a service technician contingent on service demand.


• Provides support for inside sales as needed.

Skills: Essential qualifications and functions gained through training and experience

• This position requires the use of desktop or laptop computers, precision hand and measurement tools; telephone and fax machine.


• High school diploma or equivalent.


• This job is classified as sedentary; must be able to sit, operate controls with hands, and touch and feel keys with fingers continuously.


• A minimum of 5 years of mechanical, assembly, or finishing experience required. 2-3 years of control troubleshooting.  Strong leadership skills are essential.


• High energy level, comfortable performing multi-faceted projects in conjunction with day-to-day activities.


• Strong interpersonal skills. Ability to get along with diverse personalities, tactful, mature, and flexible.


• Documentation of a drug screen must be provided prior to starting this position.