Tech Service Coordinator

Position Summary

The Field Tech Coordinator is responsible for coordinating and supporting the daily operations of the Wensco Service & Installation Department. This role serves as the communication and administrative hub between customers, technicians, sales staff, warehouse teams, manufacturers, and management.

The Field Tech Coordinator ensures service calls, installations, preventative maintenance visits, and training appointments are scheduled efficiently, documented correctly, and completed with accurate CRM and Prophet 21 (P21) records. This position plays a critical role in customer communication, technician support, workflow accuracy, and operational efficiency.

Service & Installation Coordination

· Schedule service calls, installations, preventative maintenance visits, and customer training appointments

· Coordinate technician calendars, routes, travel, lodging, and equipment readiness

· Confirm appointments with customers and communicate scheduling updates

· Monitor technician workload and assist with dispatch prioritization

· Coordinate internal and external freight, rigging, and delivery logistics as needed

CRM & P21 Administration

· Create and maintain accurate CRM tickets for service and installation activity

· Enter detailed notes, updates, attachments, photos, and customer communications into CRM

· Verify all required paperwork is completed and attached

· Update and track P21 quotes, orders, pick tickets, and invoicing status

· Assist with serial number tracking and verification

· Monitor open tickets and follow up to ensure timely completion

Technician Support

· Prepare job folders and required documentation for technicians

· Coordinate parts staging and equipment readiness with warehouse personnel

· Ensure technicians receive all required information before appointments

· Support technicians with customer communication and administrative follow-up

· Track incomplete paperwork and follow up for corrections

· Preform equipment demos for customers with account managers.

· Assist with equipment assembly

Customer Communication

· Serve as a primary communication point for customers regarding scheduling and job status

· Respond to incoming service requests through phone, email, JotForms, and walk-in requests

· Provide professional and timely customer updates regarding delays and technician arrival times

· Escalate urgent customer concerns to management when necessary

Reporting & Operational Support

· Utilize Repwise reports and department dashboards to monitor installs and service activity

· Assist management with KPI tracking and reporting

· Help identify workflow bottlenecks and operational improvement opportunities

· Support invoice completion and revenue capture processes

Required Skills & Qualifications

· Strong organizational and multitasking abilities

· Excellent communication and customer service skills

· Ability to prioritize in a fast-paced service environment

· Strong attention to detail and documentation accuracy

· Proficiency with Microsoft Office products

· Ability to learn and navigate CRM and ERP systems

· Team-oriented mindset with strong follow-through

Preferred Qualifications

· Previous dispatching, scheduling, or service coordination experience

· Experience working with field service teams or technical service departments

· Familiarity with Prophet 21 (P21), CRM systems, or inventory/order management software

· Experience within the sign, print, graphics, or equipment service industry

Key Performance Indicators (KPIs)

· CRM accuracy and completeness

· Scheduling efficiency

· Technician utilization support

· Paperwork completion rate

· Customer response time

· Open ticket aging

· Invoice completion timeliness

· Customer satisfaction and communication quality

Core Expectations

· Maintain professionalism in all customer and internal communications

· Support a team-first culture

Pay: From $18.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Retirement plan
• Vision insurance

Work Location: In person