• Job Description

  Req#: 3386

  JOB DESCRIPTION

  Summary:

  The Field Service Coordinator Supervisor provides direct leadership for a team responsible for scheduling, logistics, warranty coordination, and customer support within STULZ’s Product Support organization. This role ensures timely execution of post-sales services across North America and oversees Field Service Coordinators (Channel Sales and Key Accounts), the Warranty Parts Coordinator, and Customer Support Coordinators.
  
  As part of STULZ’s realigned Product Support structure, this position plays a key role in optimizing service workflows, supporting strategic customer requirements, developing team capability, and driving continuous improvement in service delivery and documentation standards.

  Essential Duties and Responsibilities:

  Service Coordination and Workflow Oversight

  • Provide direct leadership to assigned team, including Field Service Coordinators (Channel Sales and Key Accounts), Warranty Parts Coordinator, and Customer Support Coordinators.
  • Oversee team hiring, onboarding, training, performance management, and professional development.
  • Ensure timely and consistent support of factory-direct and PSN service activity, including escalation of issues and completion of required post-service documentation.
  • Lead coordination efforts for key strategic customers, ensuring service expectations are met with accuracy and responsiveness.
  • Manage daily scheduling, dispatch, and service logistics to optimize technician availability and service readiness.
  • Oversee warranty order processing, service notifications, and customer support intake activities.
  • Review and validate service order documentation, schedules, and related records for completeness and accuracy.
  • Continuously evaluate and improve workflows, team structure, and coordination processes to enhance service quality and efficiency.

  Quality Assurance and Escalation Support

  • Act as the first escalation point for service order, scheduling, or performance-related issues.
  • Approve service time allocations and review supporting documentation including contractor invoices and service reports.
  • Conduct regular quality assurance checks on service records, ensuring policy and documentation compliance.

  Team Communication and Reporting

  • Maintain regular communication with Product Support leadership, providing updates on team workload, service issues, and performance metrics—including open service activity, call response rates, and customer satisfaction scores—to identify gaps and improve responsiveness.
  • Communicate scheduling priorities, policy updates, and coordination goals across the service team.
  • Participate in coordination and planning meetings with internal departments to support cross-functional alignment.

  Process Improvement and Documentation

  • Document coordination processes and continuously identify areas for operational improvement.
  • Assist in developing standardized service workflows, response protocols, and customer support tools.

  Qualifications:

  • To succeed in this role, candidates must demonstrate the skills and experience necessary to perform the essential duties effectively. Reasonable accommodations will be made for individuals with disabilities.

  Education/Experience:

  • 5+ years of experience in service coordination, operations, or customer support; leadership potential and team collaboration experience strongly preferred.
  • Strong knowledge of service logistics, scheduling systems, and post-sales support processes.
  • Proven ability to manage service workflows in fast-paced, customer-facing environments.
  • Effective leadership, coaching, and communication skills.
  • Experience with ERP or service ticketing systems; proficiency in Microsoft Office.

  Preferred but not required:

  • Experience supporting HVAC, mechanical service, or field-based technical operations.
  • Associate’s degree or technical training in business operations, logistics, or a related field.

  Certificates, Licenses, Registrations:

  N/A

  Language Skills:

  • Ability to read, write, and interpret work instructions and customer communications.

  Mathematical Skills:

  • Basic math skills including addition, subtraction, percentages, and billing calculations.

  Physical Requirements:

  • While performing the duties of this job, the employee is regularly required to use hands, sit, and talk or hear. The employee is occasionally required to stand, walk, and reach.

  Work Environment:

  • This role operates primarily in an office environment. Occasional exposure to warehouse or production areas may occur. The noise level is typically moderate

  Salary Range: $65,000 - $75,000

• About the company

  STULZ designs, manufacturers, tests, and supports environmental control solutions for mission critical applications. Climate. Customized.

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