Customer Care Specialist; Service Operations​/Field Coordination

The Customer Care Specialist is a service operations and coordination role that supports the Customer Care and Field Service organization. This position is responsible for case administration, customer communication, service coordination, and internal workflow management. While not a hands-on technical role, the Specialist must be comfortable operating in a technical environment and interfacing with engineers, field service personnel, and customers.

This role is critical to ensuring timely response, accurate documentation, and smooth execution of field service activities.

• Serve as the primary administrator for customer service cases and RMAs
• Open, track, and manage service cases from initial intake through resolution
• Coordinate field service scheduling, travel logistics, and site access requirements
• Act as a liaison between customers, Field Service Engineers, engineering, and operations
• Maintain accurate service records, reports, and documentation
• Assist with warranty claim tracking and supporting documentation
• Support internal reporting on service KPIs, response times, and case status
• Ensure customer communications are timely, professional, and well-documented
• Support continuous improvement of service workflows and procedures

• 2–5 years of experience in customer service, service operations, or technical administration
• Strong organizational and time-management skills
• High attention to detail and documentation accuracy
• Comfortable working with ticketing systems, CRMs, and document repositories
• Professional written and verbal communication skills
• Ability to manage multiple open cases simultaneously

• Experience in electrical equipment, power systems, or industrial services
• Familiarity with transformer or MV equipment terminology
• Experience supporting field service teams or dispatch coordination
• CRM experience (Salesforce, Zendesk, or similar platforms)

MGM Transformers, a Forgent Company is the largest transformer company in the western United States, has been a leader in transformer excellence for over five decades. We offer a comprehensive range of dry type and liquid-filled transformers, from 10kVA to greater than 10

MVA. Specializing in complex applications like PDU transformers, liquid padmounts, data centers, solar and storage solutions, EV charging, and more, we deliver tailored solutions for diverse industries. With nationwide and international service, we are dedicated to providing exceptional customer satisfaction and 24/7 technical support, ensuring reliable and efficient transformer solutions for our clients.