The Field Service Coordinator role is a versatile, hands-on role within Irwin Seating Company’s field service team, focusing on technical support, customer service, and operational assistance. This position supports installations, repairs, and routine inspections at customer sites, while also assisting the customer service team by processing orders and handling basic inquiries. This role plays an essential part in maintaining high-quality standards, ensuring customer satisfaction, and providing logistical support across departments.
Responsibilities
Field Operations & Technical Support
- Conduct On-Site Services: Execute installations, repairs, and routine maintenance at customer sites as directed, ensuring compliance with quality standards and timelines.
- Troubleshooting & Issue Resolution: Collaborate with field service team, engineering, quality and customer facing team to diagnose and address field issues, making timely repairs or adjustments as needed.
- Documentation & Reporting: Accurately document completed work, materials used, and any follow-up actions required, keeping senior team members informed of project status.
Customer Service & Order Processing
- Customer Interaction: Provide basic customer support on-site, addressing inquiries, explaining product maintenance, and building positive relationships.
- Order Processing Assistance: Collaborate with the customer service and field service teams to process part orders, enter order information into the system, coq, installation quoting and expedite order fulfillment when needed.
- Warranty & Claims Coordination: Assist with warranty claims by collecting relevant information from the field, coordinating with customer service, and ensuring timely follow-up.
Administrative & Operational Support
- Project Preparation: Prepare necessary documentation and equipment for upcoming installations and repairs, helping ensure smooth field operations. This includes leveraging office productivity tools (e.g., spreadsheets, word processors, presentation software) to organize and present information effectively.
- Cross-Departmental Support: Support customer service and field service operations by sharing insights from field experiences, helping improve processes, and identifying areas for quality improvements. Utilize office software to document, track, and communicate recommendations and improvements across teams.
Qualifications
- Associate’s Degree Preferred
- Experience: 2+ years in a technical or field service role, preferably within manufacturing, construction, or similar industries.
- Technical Skills: Strong technical skills in installation, repair, and troubleshooting; familiarity with Irwin Seating Company products is a plus.
- Customer Service Orientation: Effective communication skills for client interactions and handling inquiries; previous experience with order processing or basic customer service is advantageous.
- Organizational Abilities: Detail-oriented with strong organizational skills, able to manage field service documentation and reports effectively.
- Proficiency with Microsoft Office Suite, particularly Excel, required.
- Familiarity with order processing systems or CRM software is a plus.
- Ability to work independently and as part of a team, adapting to a variety of customer needs and field environments.
Why Irwin?
Founded in 1907, Irwin Seating is a fourth-generation, family-owned company with locations in Grand Rapids, Michigan and Altamont, Illinois. We bring people together to learn, create, and share meaningful experiences both within our teams and in the spaces we design. You’ll be part of a people-first team that believes in collaboration, growth, and doing the right thing. Here, you can build a career you love while growing alongside a company that feels like family.
FLSA Status: Exempt
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