Hugg & Hall Equipment Co.

FIELD SERVICE COORDINATOR/MANAGER

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Description/Job Summary

Hugg & Hall Equipment Company is a leading supplier of Material Handling and Construction Equipment. Representing multiple lines, we are a turnkey operation offering new, used, parts, service and rental for industrial and construction equipment needs. Hugg and Hall knows that an environment where the employee is valued, well-trained, and confident will bring satisfaction to the customer or client. If you are seeking a career with a company that can offer opportunity and respect as a team member then you should consider employment with Hugg & Hall Equipment Company. Our team includes sales representative, service technicians, and a variety of other positions that will work together to make our customers’ needs our own. 
 
Hugg & Hall offers competitive compensation and benefits including medical, dental, vision, 401K and paid vacation. 

 The purpose of the Field Service Coordinator/Manager is to maintain field service activity by ensuring safety, proficiency, and quality of work performed by managed personnel, assigning and dispatching field service technicians, managing field service repairs and managing preventative maintenance service, perform administrative tasks and complete service entries.

Must be able to fulfill essential job function in a consistent state of alertness and safe manner.

Essential Job Duties:

Manage assigned technicians and personnel:
  •      meeting weekly on an individual basis with each of your assigned technicians for the purpose of proper planning, i.e. ongoing challenges, upcoming repairs, parts needed, etc
  •      working closely with new hire technicians, both new to the trade and new to Hugg & Hall
  •      working closely with our company Training Manager on the development plans of our technicians
  •      acknowledging through praise or reprimand those technicians who keep “clean” parts inventories or whose inventory falls short of our expectations through feedback from Parts & their cycle count process
  •      conducting annual performance reviews in a timely and effective manner incorporating honest, objective, and constructive feedback.  Provide compensation recommendations
  •      providing leadership to technicians assigned to your area of responsibility.  This will include all things related to their professional development as technicians and employees of Hugg & Hall Equipment.
  •      actively recruit talented personnel to serve as technicians

 Assigns and Dispatches Field Service Technicians through the following:

  • scheduling/dispatching field technicians for equipment repair and maintenance

  • answering phone calls directed to the service department

  • coordinating and prioritize service repair with customers

  • troubleshoot and assign appropriate technician for the repairs per assessment of the situation

  • coordinating service repair with internal departments

  • establishing and maintaining a status board for field repairs

  • managing customer and rental field PM lists

  • opening work orders

  • taking care of all paperwork for the team that they are assigned to-this includes but not limited to: purchase orders, time sheets, and work orders

 

 Manages Assigned Field Service Technicians through the following:

  • maintain record of sick and vacation time of assigned field service technicians

  • correctly code all technician time cards to the appropriate labor or expense code

  • reviewing field technician’s time cards and ensuring they are turned in daily.

  • plan and monitor the technicians’ job schedules, locations, time on job, and time off job.This can be accomplished by used GPS tracking services such as Navman.

  • track response time and report the average to the field service manager weekly

  • track first time fixes and report the average to the field service manager weekly

  • Monitor the status of work orders through the internal dispatch log and communication with technicians ensuring technicians are turning work orders in as soon as work is complete.  This can be done by phone calls, texting and email
  • maintain average days open to close on work orders as follows:

    • Expense, 10 days

    • Internal, 7 days

    • Customer, 10 days

  • maintain average days of last activity to close of work order as follows:

    • Expense, 2 days

    • Internal, 2 days

    • Customer, 4 days

  • schedule maintenance on service tech vans and trucks

  • keep safety a major part of the daily routine and ensure field technicians are following safe working practices

     

Performs Service Data Entry

  • Continuously update the status of service work in Central Dispatch

  • Enter time to work orders from daily time sheets

  • Enter all notes from work orders into EBS

  • Follow up on conflicting or missing information provided by service personnel as it relates to work orders and daily time sheets

  • Input miscellaneous work order entries

  • Prepare all work orders for review by the appropriate Service Department management personnel

  • Follow up with the Parts Department for any unfilled PO’s

  • Request and process Customer PO’s as necessary

  • Administer and manage all third party billing as well as all electronic/online invoicing such as Ariba, E-Tyson, and Crown

  • Issue PO’s for sublet work/parts associated with service jobs or service vehicles

  • Add/Delete/Change units and rates in the PM Master database

  • Categorize closed work orders into the following, Service Tickets, PM’s and AI’s, for the purpose of scanning

 

Qualifications:  Must be able to fulfill essential job functions in a consistent state of alertness and safe manner

 Required Skills/Experience

  • previous management experience preferred
  • minimum 2 years’ experience in dispatch and service administration in same or related field
  • experience with EBS preferred
  • outstanding customer relations skills
  • ability to use technical knowledge
  • ability to understand and oversee adherence to safety policies and procedures
  • strong written and verbal communication skills 
  • strong administrative and information technology skills
  • accurate and efficient
  • ability to perform in a fast-pace environment while multi-tasking to meet customers’ needs
  • ability to organize and independently manage time
  • ability to understand internal processes, systems and people needed to facilitate completion of responsibilities

 

Education

  • College degree preferred

  • High School Diploma with relevant experience

 

Physical Demands/Environmental Conditions:

This position is in an indoor office environment with a controlled climate.

This position requires sitting at a computer desk for long periods of time with constant use of a computer keyboard. 

This position will continuously talk, hear, and read in verbal and written communication.

This position will continuously use hands to type.

This position may  walk in discussions with personnel in various office and warehouse parts areas, service shops and facility yards.
 

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Hugg & Hall Equipment Company is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex (including sexual orientation and gender identity), age, protected veteran or disabled status, or genetic information. We are a Drug Free Workplace and place Safety First.

If you need a reasonable accommodation for any part of the employment process, please contact us by email at hr@hugghall.com or by phone at 501-562-1262 and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this e-mail address.

For more information, view the EEO is the Law Poster and Pay Transparency Statement.