Field Service Coordinator

Position: Field Service Coordinator

Reports to: Director, Field/Customer Service

Location: Loveland, CO

Division: Customer Service

Compensation: $19.47 to $28.65 (DOE)

About Lightning

The Lightning team works with forward-thinking fleets to engineer, deliver, and manage full transportation electrification solutions, including vehicles, charging, data analysis, and energy infrastructure.

Lightning eMotors has been providing specialized and sustainable fleet solutions since 2009, deploying complete zero-emission-vehicle (ZEV) solutions for commercial fleets since 2018 – including Class 3 cargo and passenger vans, ambulances, Class 4 and 5 cargo vans and shuttle buses, Class 4 Type A school buses, Class 6 work trucks, Class 7 city buses, and motor coaches. The Lightning eMotors team designs, engineers, customizes, and manufactures zero-emission vehicles to support the wide array of fleet customer needs with a full suite of control software, telematics, analytics, and charging solutions to simplify the buying and ownership experience and maximize uptime and energy efficiency.

Why join Us?

Here at Lightning, we focus on innovation, exceeding expectations, collaboration, integrity in our work, and respect for all.

We are a fast-growing public company which enables us to continue scaling our teams and capabilities while also maintaining our leadership within the commercial electric vehicle market. This is your opportunity to be an integral part of the team, working with like-minded professionals who are dedicated not only to making a difference in our world but also transforming the automotive industry.

About our Headquarters

We are headquartered in the heart of beautiful Northern Colorado!

Loveland is located just 45 minutes north of Denver/DIA; 40 minutes from Boulder; 35 minutes from Rocky Mountain National Park/Estes Park; and only 15 minutes from Fort Collins, the home of Colorado State University. Whether you are an art lover, outdoor enthusiast, foodie, wildlife admirer, big-city dreamer, or just want to get away, Loveland is the ideal location; and Lightning eMotors is grateful to be a part of this wonderful city.

Visit us at: www.lightningemotors.com to learn more about our organization and living in Colorado!

Position Summary

This position is uniquely positioned to serve as a liaison between our customers and our service technicians. This role is responsible for coordinating with customers, supervisors, managers, and technicians to provide service to customers. This role triages incoming customer concerns, performs basic vehicle troubleshooting, and documents information as well as schedules jobs for the service technicians. This role requires document management, data entry, and logistics coordination skills. Some travel (up to 25%) as well as some night, weekend, and overtime hours may be required.

Our ideal candidate is somebody who has experience in a service advisor role; a logistics setting, such as coordinating routes for a trucking company; or customer service roles including a call center.

All members of our Service Team are required to possess a valid driver’s license and clean driving record.

In addition to a standard background check, those who may be required to drive as part of their job will be subject to additional verification through our insurance company.

Responsibilities

• Determine and document reported problems including symptoms description, clarify description of problem, verify vehicle maintenance records, and examine service schedules
• Initiate automotive service and assist in determining services required for vehicle performance problems
• Prepare repair orders and communicate services required/requested
• Build and maintain customer relationships by communicating plans of resolution, expected completion times, and providing clear information in addition to answering questions or concerns
• Maintain detailed vehicle records by capturing problems reported, corrective actions, and ensuring information is entered correctly in the service database
• Establish vendor relationships
• Troubleshoot problems and conduct root cause analysis to prevent reoccurrences
• Participate in educational opportunities and foster a culture of safety and compliance.
• Other duties as assigned

Competencies

• Customer Service: Passion for delivering exemplary service. Ability to establish and maintain effective working relationships with internal and external customers. You should also be collaborative and exhibit a positive attitude toward your work and colleagues.
• Operationally focused: You should possess the ability to learn multiple customers, technicians, vehicles, etc. and track several moving parts to make the customer experience seamless. You should be detail-oriented, organized, and keep the customer experience at the forefront of your mind.
• Problem-solving: Possess effective decision-making skills and ability to use analytic methods and tools to understand, predict, and/or control service operations. You should be able to analyze data, troubleshoot issues, and utilize both critical and creative thinking.
• Communication: Demonstrated ability to interact respectfully with all colleagues and customers. Clear and concise written and verbal communication skills are essential along with the ability to listen intently to others.
• Time management: Ability to manage multiple priorities simultaneously, work independently, meet deadlines, remain organized, and focused on work in a dynamic environment.
• Team-oriented: You should be proactive and bring a balanced perspective when handling conflict or stressful situations. Have an understanding of technicians and be able to breakdown complicated topics in order to assist others.

What we require:

• Associate’s degree in Business/Business Management, Communication, or related field; or equivalent work experience
• Minimum 1 year of customer service, service advisor, or service coordinator experience
• Advanced computer and data-entry skills; proficiency with Microsoft Office Suite, and service tracking software
• Ability to work overtime, evenings, or weekends as needed to support customer-base

What we prefer:

• Bachelor’s degree in Supply Chain/Logistics Management, Business, Communication, or other related field
• 3+ years in customer service; service advisor, or related role in automotive industry
• Experience in a logistics setting, moving people or products
• Demonstrated experience in equipment, vehicle, or technology maintenance
• Experience in automotive, manufacturing, or technology industries
• Demonstrated experience with vehicle service or ERP software programs including NetSuite

Physical Requirements

• Ability to lift up to 30 to 50 pounds.
• Possess manual dexterity to put parts or pieces together quickly and accurately.
• Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Must be able to stand, bend/stoop, squat/crouch, climb, kneel, and twist.

Benefits offered:

Once hired, employees are offered generous benefits package including:

• Medical, Dental, Vision insurance
• Health Savings Account and Health Reimbursement Plan (if enrolled in medical plan)
• 401(k)
• Paid time off (accrued)
• Paid holidays
• Short and Long-term disability
• Life insurance
• Employee assistance program

Equal Employment Opportunity:

Lightning eMotors is committed to creating a diverse, inclusive, and equitable environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, military or veteran status.

Note: Statements included in this description are intended to reflect in general, the duties and responsibilities of this position and are not to be interpreted as being all-inclusive.