Customer Support, Field Service Coordinator - Windsor Windows

Employment Type: Full-Time, Hourly Non-Exempt

Position Summary

Reporting to the Field Service Manager, the Customer Support - Field Service Coordinator is responsible for coordinating field service activities, supporting customer warranty and service requests, maintaining service records, and ensuring timely resolution of customer issues. This role serves as a key point of contact between customers, contractors, field service representatives, sales teams, and internal departments, helping deliver an exceptional customer experience while supporting operational efficiency.

Key Responsibilities

• Coordinate service requests, inspections, field visits, and warranty-related activities for assigned territories.
• Serve as the primary contact for homeowners, builders, distributors, field service representatives, and internal stakeholders regarding service concerns and requests.
• Schedule appointments, inspections, and service work while ensuring timely communication with all parties involved.
• Enter, maintain, and track service records, claims, and customer information within company systems.
• Process replacement part and service orders required to resolve customer issues.
• Review acknowledgements, service documentation, and order details for accuracy.
• Coordinate shipment of replacement materials and maintain supporting service documentation.
• Process contractor invoices and ensure accurate recordkeeping.
• Monitor open service items and follow up to ensure timely completion and customer satisfaction.
• Identify recurring service trends and communicate findings to management.
• Support continuous improvement initiatives and contribute to a collaborative team environment.

Qualifications

• Associate degree preferred or equivalent combination of education and experience.
• Minimum of 1 year of customer service, administrative, coordination, or related office experience preferred.
• Strong customer service and relationship-building skills.
• Excellent verbal and written communication abilities.
• Proficiency with Microsoft Office applications and ability to learn company software systems.
• Strong organizational skills with exceptional attention to detail.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Self-motivated with the ability to work independently and as part of a team.

What We're Looking For

The ideal candidate is highly organized, customer-focused, and thrives in a fast-paced environment. Success in this role requires strong communication skills, attention to detail, problem-solving abilities, and a commitment to providing outstanding service while maintaining positive relationships with customers and internal teams.

Work Environment

This is an on-site position based in West Des Moines, Iowa. The role is performed primarily in a professional office environment and requires regular use of computers, telephones, and standard office equipment. Typical hours are Monday through Friday, with occasional additional hours as needed to support customer and business requirements. This is NOT a remote position.