Equipment Field Service Coordinator

The Field Service Coordinator is responsible for managing and overseeing equipment field operations to ensure efficient service delivery to clients. This role involves coordinating schedules for field technicians, ensuring timely response to service requests, and maintaining effective communication between clients and service teams. The coordinator will also monitor service performance, track inventory and equipment, and provide administrative support to enhance operational efficiency.

This is a full‑time position with a base operation at the Quarry located in Jackson, MO.

• Service Scheduling & Dispatching
  • Lead and manage a team of equipment field service technicians, ensuring optimal performance, skill development, and adherence to safety standards.
  • Coordinate and schedule field service appointments for technicians based on customer needs and technician availability.
  • Assign technicians to service calls based on expertise, location, and urgency.
  • Prioritize urgent or high-priority requests while balancing other service tasks.
  • Act as the point of contact for technicians in the field, providing necessary information, tools, and resources.
  • Track technician performance, ensuring timely completion of service tasks and adherence to company standards.
  • Support technicians with troubleshooting issues, offering guidance or escalating as needed.
• Customer Interaction & Communication
  • Serve as the primary point of contact for customers regarding service requests, scheduling, and status updates.
  • Provide timely updates to customers on the status of their service request, estimated arrival times, and completion schedules.
  • Address any customer concerns, reschedule appointments when needed, and ensure customer satisfaction with the service provided.
• Documentation & Reporting
  • Maintain accurate records of all service calls, including work performed, parts used, and time spent on each job.
  • Create, update, and close work orders in the system, ensuring all details are accurately captured for invoicing and future reference.
  • Generate regular reports on service activities, technician performance, service call completion times, and equipment issues.
  • Verify coding and approve parts and service invoices.
• Parts & Equipment Management
  • Ensure technicians have access to necessary parts and equipment for service calls, coordinating with warehouses or suppliers to ensure stock availability.
  • Order parts for upcoming service calls and track inventory levels, anticipating demand for specific items.
  • Monitor usage and condition of service tools and equipment, ensuring they are maintained and properly stocked.
• Quality Control & Compliance
  • Ensure that all service work meets company standards and customer expectations, monitoring service quality through feedback and follow-up surveys.
  • Ensure all service work complies with safety regulations, industry standards, and company policies.
  • Conduct follow-up calls or emails to ensure customer satisfaction after service completion and address any outstanding issues.
  • Collaborate with other departments such as sales, logistics, and procurement to ensure smooth coordination of service-related activities.
  • Participate in regular team meetings to discuss upcoming service needs, share feedback, and provide updates on service operations.
  • Gather feedback from technicians and customers to improve service processes and identify potential areas for improvement.
• Problem Resolution & Escalation
  • Handle any issues that arise during service appointments, from scheduling conflicts to technician difficulties, resolving problems quickly and efficiently.
  • Escalate complex issues to management or senior technicians for further investigation or resolution.
• Customer Satisfaction & Retention
  • Develop and maintain strong relationships with customers, ensuring their needs are met and addressing any concerns promptly.

• High school diploma or GED required.
• Minimum 3–5 years of experience in field service coordination, dispatching, or operations support.
• Prior experience in heavy equipment, construction, quarry, mining, or industrial services strongly preferred.
• Working knowledge of heavy equipment systems, maintenance practices, and service workflows.
• Strong ability to prioritize, schedule, and coordinate multiple service requests simultaneously.
• Excellent verbal and written communication skills.
• Capability to handle conflicts, scheduling challenges, and service delays professionally.
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook).
• Commitment to enforcing company safety policies and procedures.
• Ability to walk on uneven terrain, exposure to outdoor weather conditions, noise, dust, and heavy equipment activity.
• Ability to sit for extended periods while performing administrative duties.
• Valid forms of identification.
• Must be able to pass a drug test, background check, and other required testing.

The Southern Stone Company is an equal opportunity employer.