AMS Field Service Coordinator (Data Center)

Position Summary:

The AMS Field Service Coordinator (Data Center) is responsible for the efficient planning, coordination, and oversight of field service activities at customer data centers, utilizing qualified third-party service providers. This role involves managing all logistical aspects of on-site service delivery, ensuring projects are executed according to schedule, and to the agreed-upon specifications. The AMS Field Service Coordinator (Data Center) will serve as the primary point of contact for the customer regarding field service scheduling and progress and will be responsible for effectively coordinating the activities of third-party field service teams

Responsibilities:

• Plan and schedule field service activities at customer data centers, considering project timelines, customer availability, and the schedules of third-party service providers.
• Serve as the primary point of contact for data center customers regarding the scheduling, site-specific requirements, and logistical planning of field service projects.
• Provide quotations for billable services.
• Manage the front-end financials of services, including quotation requests and purchase order creation.
• Ensure all required service and billing documentation is provided to the AMS Service Associate (Data Center) upon completion of billable work to support timely customer invoicing.
• Partner with the AMS Service Associate (Data Center) to review customer-reported Quality issues requiring technical action and coordinate with Quality, Engineering, Production, or other internal teams to obtain and execute the appropriate response, containment, and corrective-action plan.
• Coordinate closely with third-party service providers to ensure they have the necessary technical information, site access credentials, and resources to perform the required field service work.
• Partner with the AMS Field Service Coordinator when utilizing G&W Electric Field Service Technicians or equipment for field service at Data Centers.
• Communicate proactively with customers regarding scheduled service appointments, technician arrival times, and any potential scheduling changes.
• Serve as the primary coordination point for urgent on-site technical requests and escalations, engaging Product Support, Engineering, Quality, Field Service, or other technical resources as required.
• Identify and help mitigate logistical risks associated with field service activities, such as access issues or scheduling conflicts.
• Coordinate necessary follow-up technical activities based on project outcomes, looping in Quality, Engineering, or Production to drive technical resolution, and partnering with the AMS Service Associate (Data Center) to track and document the issue to final closeout.
• Coordinate the initial investigation and formally escalate Zero Hour Failures (ZHFs) to Quality, Engineering, Production, and other appropriate technical teams when equipment fails immediately upon commissioning. Lead service-side communication and coordination of containment, replacement, and follow-up actions through resolution.
• Participate on AMS behalf for Retro-Fit update meetings at Data Center sites when services are required.
• Monitor the workload and capacity of existing third-party service providers. Identify potential needs for additional providers based on project forecasts and service demands and facilitate the process of bringing new qualified providers onboard.
• Provide backfill support for other Data Center accounts during peak volume periods or scheduled/unscheduled team absences to maintain continuous customer engagement.
• Collaborate with internal technical teams to develop, document, and maintain baseline commissioning requirements and field service expectations for Data Center service providers.