Field Service Coordinator

Power Solutions International (PSI) is a leading manufacturer of emissions-certified powertrains specializing in customized and fully integrated turnkey solutions for the leading global equipment manufacturers in the industrial, transportation, and energy market manufacturers. Our facilities are housed in one million square feet of engineering, assembly, operations, and distribution space across seven facilities. We are positioned to meet the high production volumes of our customers with added capacity for growth.

Position Summary:

Under the direction of the Service Manager, the Field Service Coordinator plays a critical administrative role in supporting the field service team by ensuring that customer-reported issues and concerns in CX Alloy are accurately tracked, updated, and communicated to the appropriate internal stakeholders. Additionally, this role is responsible for processing customer-pay service replacement parts orders, including managing and coordinating customer purchase orders for service parts. This position ensures seamless service execution by maintaining clear visibility into CX Alloy cases, coordinating service responses, and effectively handling service parts transactions in alignment with customer expectations.

Essential Duties and Responsibilities:

• Own the tracking and management of all CX Alloy cases, ensuring that every customer-reported issue is promptly logged, reviewed, and assigned internally
• Regularly update CX Alloy cases with the latest status, ensuring customers and internal teams have visibility into issue resolution progress
• Proactively escalate CX Alloy issues that require engineering, warranty, or management attention to ensure timely resolution
• Communicate critical CX Alloy case details (including issue descriptions, severity, and required actions) to the Service Manager, Project Manager(s), and Field Service Quality Leader
• Ensure proper documentation and follow-up on all CX Alloy issues, verifying that corrective actions are properly recorded and completed

• Process customer purchase orders for service parts, ensuring all transactions are documented and handled efficiently
• Coordinate with internal teams to ensure service parts are available, shipped, and delivered in a timely manner
• Communicate with customers regarding their service parts orders, providing updates on status, lead times, and shipment details
• Ensure proper invoicing and documentation related to customer pay service parts transactions, maintaining accuracy in purchase order processing
• Track and report on service parts order status to ensure alignment with customer expectations and internal fulfillment capabilities

• Work closely with the Project Manager(s), Service Manager, and Field Service Quality Leader to ensure CX Alloy-reported issues are assigned to the appropriate team members for investigation and resolution
• Assign and dispatch Field Service Technicians based on the nature of CX Alloy-reported issues, technician expertise, and availability
• Coordinate with PSI on engine warranty-related issues and ensure proper documentation is available for case resolution
• Ensure service teams provide necessary updates for CX Alloy cases and maintain compliance with customer reporting expectations

• Maintain accurate and timely case records in CX Alloy, ensuring service responses are well-documented and traceable
• Assist in generating CX Alloy case reports for internal review, highlighting trends, delays, and areas for improvement
• Track and monitor technician travel, site arrival, and service progress, ensuring relevant details are accurately reflected in CX Alloy and internal systems
• Ensure compliance with company policies, site safety requirements, and customer service protocols related to CX Alloy-reported concerns

• Work with Field Service Technicians to ensure that resolution actions for CX Alloy cases are properly documented, including photos, test results, and service notes
• Ensure customer concerns reported via CX Alloy are handled professionally and efficiently, with clear internal follow-through

• Support additional CX Alloy-related administrative tasks as needed to improve service operations
• Perform all other duties as assigned by management

Requirements:

• Minimum requirements of a High School Diploma or equivalent (GED). Preference will be given to candidates with post-High School Diploma education in a related commercial or technical field
• Requires 2 - 4 years of experience in a commercial or administrative role where superior organizational and problem-solving ability has been demonstrated
• Experience with ERP, CRM, or similar systems is required
• A high level of experience with Microsoft Word & Excel is required
• Experience in a role where superior organizational skills and multi-tasking abilities is required
• Demonstrated ability of taking on new tasks and meeting assigned goals with minimal formal training and supervision
• Demonstrated sense of urgency and ability to overcome barriers and meet project deadlines, aggressive goals, and demanding customer expectations
• Ability to solve practical coordination problems and deal with a variety of situations where only limited standardization exists
• Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form
• Proven ability to overcome obstacles and complete critical tasks with minimal supervision

• Strong attention to detail and commitment to keeping CX Alloy cases updated and accurate
• Experience in processing customer purchase orders for service parts, with a focus on accuracy and efficiency
• Excellent communication skills to effectively track, escalate, and resolve CX Alloy issues with internal teams
• Proficiency in CX Alloy, CRM, and service management tools for case logging and tracking
• Ability to analyze service issues and facilitate timely solutions through proper coordination
• Experience in service coordination, logistics, or administrative support in a technical or field service environment preferred

PSI offers a wide range of benefits from medical, dental, and vision to pet insurance as well as discounted prescription plans. Additionally, we also provide a 401k match, life insurance and AD&D, short- and long-term disability, and an employee assistance program. Come join our team and learn more about PSI and what we have to offer!

Power Solutions International/3Pi is an EOE disability/vet company offering a drug-free workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees.