Field Service Coordinator - ONETRACK.AI

The Field Service Support Coordinator is responsible for coordinating and supporting field service operations to ensure efficient, timely, and high-quality service delivery. This role involves acting as a central point of communication between field technicians, project managers, and customers, ensuring accurate scheduling, resource allocation, and documentation of field service activities. The Field Service Support Coordinator will help manage the logistics and administrative support required for successful field operations and uphold strong customer satisfaction by addressing service-related inquiries and issues.

Key Responsibilities:

• Service Coordination: Coordinate and schedule field service activities, including dispatching field technicians, managing schedules, and ensuring timely responses to customer service requests.
• Customer Interaction: Act as the main point of contact for customer inquiries related to field service, providing updates on service timelines, managing expectations, and ensuring customer satisfaction.
• Resource Management: Monitor field service team resources, ensuring that tools, equipment, and materials are available as required for service calls. Manage inventory and oversee the supply chain process to support field operations.
• Documentation and Reporting: Maintain accurate records of service activities, including service logs, customer interactions, and technician reports. Generate regular reports on service activities, team performance, and service delivery outcomes.
• Issue Resolution: Identify, address, and resolve service-related issues in collaboration with field technicians, managers, and clients, ensuring prompt and effective solutions to any challenges in service delivery.
• Communication Facilitation: Maintain clear and open communication with field technicians, project managers, and other stakeholders, facilitating information flow to and from the field.
• Process Improvement: Analyze service operations to identify and recommend opportunities for improvement in scheduling, communication, and service efficiency.
• Compliance and Safety: Ensure that all field service activities adhere to company policies, safety standards, and regulatory requirements.

Working Conditions:

• Office-based role with occasional requirements to visit field sites.
• Must be able to work flexible hours to accommodate urgent field service requests as needed.

This role is ideal for a highly organized and customer-focused individual who enjoys managing logistics, supporting field operations, and ensuring customer satisfaction through effective communication and service coordination.

Requirements

Education:

• Associate’s or Bachelor’s degree in Business Administration, Operations Management, or a related field preferred.

Experience:

• Minimum of 2 years of experience in field service coordination, customer service, or a similar role.
• Familiarity with scheduling software, CRM, or field service management software is a plus.

Skills:

• Strong organizational skills with the ability to manage multiple tasks and priorities.
• Excellent communication and interpersonal skills, with a focus on customer service.
• Problem-solving abilities and an adaptable, proactive approach to resolving issues.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Detail-oriented, with a commitment to accuracy in documentation and reporting.

Benefits

• Base salary and bonus eligibility
• PTO
• Health insurance, vision, dental