PURPOSE OF POSITION:

The purpose of the Field Service Program Coordinator role is to support the Field Service department by assisting with process development, documentation, system support, training coordination, and continuous improvement activities. This role helps ensure tools, procedures, organizational information, and training resources are current, compliant, accurate, and effectively communicated across the department.

SUPERVISORY RESPONSIBILITIES:

This position has no supervisory responsibilities.

ESSENTIAL FUNCTIONS:

• Assist in the development and maintenance of Standard Operating Procedures (SOPs) and Work Instructions that support Field Service operations and ensure alignment with company standards and requirements.
• Support document control efforts, including version tracking, routing documents for approval, and distributing controlled documents across the Field Service department.
• Help conduct periodic reviews of existing procedures to identify gaps, outdated content, or process improvement opportunities, and coordinate updates as directed.
• Work with field engineers, technicians, Field Service leadership, and cross-functional teams to gather information and translate it into clear, actionable documentation.
• Support the Field Service department’s use of Salesforce by maintaining data accuracy, generating reports, and assisting with dashboard updates under the guidance of management.
• Learn and apply Salesforce best practices to support Field Service workflows and day-to-day operational needs.
• Assist in the preparation and delivery of process and software training materials for Field Service personnel, including job aids, quick-reference guides, and related support materials.
• Help coordinate training sessions by scheduling participants, preparing materials, and tracking attendance and completion.
• Support change management activities by assisting with communication drafts, tracking action items, and helping ensure the smooth rollout of new processes or tools.
• Collect feedback from training participants and share findings to support continuous improvement.
• Support the tracking of key performance indicators (KPIs) related to Field Service process compliance, documentation currency, and system utilization; compile data and prepare reports as needed.
• Participate in process improvement initiatives, root cause analyses, and corrective action plans as directed.
• Assist in coordinating with Quality, Engineering, and Operations teams to support alignment of Field Service processes with broader company goals.
• Maintain and update the Field Service Organizational Chart with input and direction from Field Service Leadership.
• Perform other duties as assigned by management.

COMPETENCIES:

• Process and Systems Thinking: Ability to analyze workflows and support scalable, repeatable processes.
• Attention to Detail: Maintains accuracy in documentation, data entry, reporting, tracking, and process updates.
• Communication: Strong written and verbal communication skills with the ability to convey information clearly to field and office audiences.
• Cross-Functional Collaboration: Ability to work effectively with employees, managers, and departments across the organization.
• Project Coordination: Ability to manage multiple tasks, deadlines, action items, and priorities at the same time.
• Continuous Improvement: Ability to identify process gaps, support improvements, and assist with implementation of updated procedures or tools.
• Adaptability: Ability to learn new systems, processes, and business needs in a changing Field Service environment.

EDUCATION AND EXPERIENCE:

• Associate degree in Business Administration, Engineering Technology, Operations Management, or a related field; or equivalent combination of education and experience.
• 1–3 years of experience in a coordination, operations support, administrative, or process support role within a manufacturing, industrial, or field service environment.
• Basic familiarity with Salesforce or similar CRM/service platforms preferred; willingness to learn Salesforce configuration, reporting, and workflows.
• Experience supporting the development or maintenance of SOPs, Work Instructions, controlled documents, or other department procedures preferred.
• Exposure to or participation in User Acceptance Testing (UAT), software rollout activities, or process implementation is a plus.
• Strong written communication skills with the ability to draft clear, organized documentation for field and office audiences.
• Ability to assist in coordinating training sessions and preparing training support materials.
• Proficiency with Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook.

PHYSICAL/MENTAL/ENVIRONMENTAL:
Physical Demands:

• Activities: Sitting – 80% Walking/Standing – 20%
• Lifting: Must be able to bend, lift, and carry equipment and materials up to 25lbs.
• Vision: Long periods of close work on a computer screen.
• Travel: Occasional travel (up to 25%) may be required to IEM regional field offices.
• Mental Demands: Ability to Interpret, analyze, research, organize information, and handle multiple tasks simultaneously. Must be able to manage deadlines, competing priorities, and communication across multiple teams.
• Environment: climate-controlled office and warehouse environments.