Field Service Coordinator II

Who We Are

Stored Energy Systems (SENS) is an award-winning manufacturer of premium quality power conversion products located in Longmont, CO. In business for over 50 years, SENS is the market leader with a proven track record of providing highly reliable battery chargers, DC power systems, and related products to industrial markets. For more information on our company please see our web site at www.sens-usa.com. 

View the SENS Product Catalog

Summary

The Field Service Coordinator II independently coordinates field service activities, including scheduling, customer communication, and service documentation. This role manages routine and moderately complex service requests, resolves technical escalations within established guidelines, and ensures service data is accurate and timely.

The Field Service Coordinator II applies a working knowledge of field service processes, systems, and technical products to support efficient resource utilization and a positive customer experience. This position also assists with process improvements and provides operational guidance to Field Service Coordinator I’s while escalating complex or high-impact issues to the Field Service leadership team.

Responsibilities

• Independently coordinate and dispatch Field Service Technicians and approved Vendors for onsite service.
• Manage routine and moderately complex service requests from initial scheduling through service completion and documentation.
• Review service requirements, technician availability, geographic coverage, travel needs, and customer priorities when developing schedules.
• Adjust schedules and resource assignments in response to changing customer needs, technician availability, delays, or other service disruptions.
• Communicate scheduling details, site requirements, service status, and changes to customers, technicians, Vendors, and internal stakeholders.
• Serve as a primary coordination contact for assigned customers, service requests, territories, or projects.
• Identify and resolve routine scheduling, customer, technician, and Vendor issues within established procedures and authority.
• Escalate complex, high-risk, or unresolved service issues to the Field Service Coordination Supervisor or appropriate leadership.
• Create and maintain Purchase Orders and Vendor Task Orders in accordance with company procedures.
• Review Vendor invoices and supporting documentation for accuracy before submitting them for approval.
• Enter, update, and validate service information in Syteline, HubSpot, and other applicable systems.
• Review service reports for completeness and follow up with technicians or Vendors when required information is missing.
• Maintain accurate customer records, service documentation, equipment information, and service history.
• Coordinate technician travel arrangements and support efficient travel planning.
• Monitor open service requests, outstanding documentation, and pending follow-up activities to support timely completion.
• Review dispatch schedules and system records for accuracy, completeness, and potential scheduling conflicts.
• Coordinate recurring maintenance schedules and support multi-site service activities under the direction of Field Service leadership.
• Collaborate with Customer Service, Procurement, Field Service Technicians, Vendors, and other internal teams to resolve coordination issues.
• Provide day-to-day process guidance and system support to Field Service Coordinator I team members.
• Assist with training and onboarding new coordinators on established workflows, systems, and documentation requirements.
• Identify workflow inefficiencies and recommend practical process improvements to Field Service leadership.
• Support the development and maintenance of standard operating procedures, work instructions, and coordination best practices.
• Track basic service activity and performance information and assist with preparing operational reports.
• Follow company policies, procedures, safety requirements, and security protocols.
• Perform other duties as assigned in support of the company’s mission, values, and goals.

Required Qualifications

• 4+ years of experience in field service coordination, technical customer service, operations support, dispatch, or a related role.
• Demonstrated ability to independently coordinate multiple service requests, schedules, and priorities.
• Strong organizational, time-management, and follow-through skills.