Field Service Coordinator

If you are looking to be part of a company focused on making our roads and communities safer, apply to join our team of talented individuals today!

What TAPCO has to offer you

• Quarterly Bonus Program
• 10 Paid Holidays
• Paid Vacation and Personal Time (starting day one)
• Four Weeks of Paid Parental Leave with no waiting period
• 401K Plan with Employer Match (fully vested on day one)
• Company-Funded Short-Term Disability
• Health, Vision, and Dental insurance
• Quarterly Company Events and Lunches
• Have a say in TAPCO Happenings by joining the Fun or Safety Committee

What you will accomplish as a Field Service Coordinator at TAPCO

In this role, you will be responsible for the daily coordination of field service operations. This role primarily relates to Intelligent Warning Systems, Parking/Access Control, Security, CCTV, Intelligent Transportation Systems, Signal, and related software management systems we provide. Your duties involve interaction with a wide variety of established customer accounts, vendors, sub-contractors, and co-workers from all areas of the company and the public. As a front-line ambassador for TAPCO, you are relied upon to promote a positive customer experience with the goal of fixed right the first time, every time. This position reports to the Service Coordinator Manager.

Essential Duties and Responsibilities

• Deliver exceptional customer service by resolving a wide range of requests promptly and professionally to build loyalty and satisfaction.
• Resolve customer issues efficiently, often on the first call, using phone support, remote tools, and escalation when necessary.
• Communicate clearly with customers regarding service schedules and availability to ensure a positive service experience.
• Manage returns and repairs, including vendor RMAs, purchase orders, sales orders, and return logistics.
• Maintain accurate service records and generate reports as needed.
• Collaborate effectively with internal teams, vendors, contractors, and customers to support service operations.
• Oversee sales quote generation and follow-up for parts, services, and support agreements, including contract renewals and billing.
• Coordinate internal transfer orders and ensure timely completion for service-related needs.
• Monitor and manage open service cases using platforms like ServiceNOW, NAV, and HubSpot until resolution.
• Track warranty information and vendor-provided materials throughout their service lifecycle.
• Support service inventory management, including asset tagging and tracking of customer-owned and service-used assets.
• Assist with project scheduling and coordination to align technical resources with business unit needs.
• Performs other related work as required.

Required Knowledge/ Skills/Ability

• Work well independently
• Proficient customer service skills in a high-volume environment with the ability to work under a sense of urgency with supervision
• Excellent verbal and written communication skills in English
• Must possess strong interpersonal skills: positive, pleasant, respectful and customer focused
• Basic computer knowledge/skills: PC literate (past and current Windows desktop OS, Microsoft Office, uploading and downloading files, software installation, administrative and e-mail)
• Strong scheduling, project, and time management skills
• Excellent customer service skills in a high-volume environment with the distinct ability to work under a sense of urgency dealing with a wide range of personality types in and out of the company
• Ability to train and quickly develop technical working knowledge of our systems and software to communicate with customers and vendors effectively and intelligently at all levels
• Read, analyze, and interpret business communications, technical documents, vendor instructions, and spreadsheets
• Write routine reports, business correspondence, and service documentation
• Speak effectively and clearly with customers and employees throughout organization
• Add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute ratio, percent, and volume
• Solve practical problems and deal with a variety of variables in situations where only a limited standardization exists
• Interpret a variety of instructions furnished in written, oral, diagram, or schedule form

Required Qualifications

• High school diploma or consummate on-the-job experience in a technical support/service related field.
• Associate degree in IT/Computer Systems Technology or similar preferred
• 2 to 5 years of industry experience with field service coordination and/or phone support skills

About Us

At TAPCO, we aim to enhance transportation and personal safety in our communities through innovative solutions and products. We are driven to save lives! Are you looking for a career where you can earn a great wage based on experience and performance, your contributions are recognized, and you will have growth potential? Then choose TAPCO!

As an EEO Employer, including Verterans and Individuals with Disabilities, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran or disability status or other acceptable taglines in all printed employment advertisements.

If any assistance is needed with the application process, please contact TAPCO HR at 800-236-4462