Equipment Services Coordinator; Dispatch and Customer Service

Job Summary

The Senior Equipment Services Logistics Coordinator is responsible for the effective and efficient scheduling of 15+ technicians daily. Requires immediate and direct interface with Field Service Supervisors, Customers, Sales, and other Coca‑Cola Service teams throughout the day. Helps identify gaps in schedules, zone coverage, and skill sets. Provides input regarding adding install/service technician capacity, including overtime as driven by backlog volume spikes against capacity.

Finds solutions to the exceptions, which can require working with Field Service Supervisors, Team Managers, and other Senior Coordinators, Customers, and Technicians. This role works in the SAP application in support of bottler/client/field service for service activities, as well as works with the Field Service team, identifying service calls in need of ordering parts, performing market searches, processing purchase orders, and tracking parts.

Handles project‑related work such as inventory support, planning for large order requests from sales, and processing returns. Ensures calls are completed in a timely manner with a focus on service level agreements. Researches ticket scheduling issues using multiple complex screens and mapping programs. Requires the ability to make complex logic‑based decisions about customer scheduling priorities when faced with demand greater than capacity supply and expedited need.

The Senior Equipment Services Logistics Coordinator is also responsible for coordinating all equipment requests originating from all Sales Organizations and for managing all requests from all parties within the Bottler Organization. Must confirm work requested with the customer, communicate with Full‑Service Vending when appropriate, communicate with the Make‑Ready Centers for bottle/can and fountain equipment, create routes for Bottlers to execute the activities, and follow up to ensure execution.

• Monitor install/service technician routes, working directly with the Field Service Supervisors as needed to make logic‑based decisions (zone changes, scheduling adjustments, and resolving critical customer issues).
• Navigate system applications using multiple screens; multi‑task against a variety of deadlines and applications.
• Update and make changes to technician routing profiles for skills, permits, zones, etc.
• Monitor pending/on‑hold activities for next action (e.g., email, escalation, cancellation).
• Schedule in the system, using market knowledge, maps, calendars, technician skills, availability, and field recommendations, ensuring full routes and maximum technician efficiency.
• Review incoming requests timely for accuracy, verify customer readiness, plan, and schedule to customer readiness, incorporating make‑ready center guidelines, Full‑Service guidelines, equipment availability, and bottler requests.
• Confirm make‑ready centers and the ability to meet emergency/special request equipment needs.
• Include additional shipment needs due to special projects.
• Handle accurate rescheduling of incomplete activities as quickly as possible, coordinating with functional groups as needed to get work completed.
• Monitor and respond to incoming emails and/or calls relating to special requests, projects, or sales support requests. Participate and execute strategic initiatives to drive organizational efficiency.
• Monitor for and process all Field Service requests, including manually completing service activities, market searches, part orders, ensuring purchase orders and ticket completion, executing parts transfers, and adjusting part quantities per bottler guidelines.
• Update Field Service employee profiles and implement alterations for swapping technician vehicles, employee types, service locations, skills, contact information, and shipping addresses.
• Monitor, communicate, and resolve customer support tickets promptly to ensure customer and bottler needs are met.
• Act as a subject‑matter expert to front‑line associates for process questions, directing associates to online tools and resources and guiding de‑escalation of customers.
• Support the business by directly interacting with irate customers, customers with lingering…