Field Coordinator
Position Overview
The Field Service Coordinator is responsible for ensuring efficient workflow management of service tickets, coordinating with technicians and customers, and providing excellent operational support to achieve full resolution and customer satisfaction. This role requires strong communication, coordination, and analytical skills to drive timely, accurate, and effective service delivery.
Key Responsibilities
- Schedule and dispatch field technicians based on availability, skill set, location, and job priority.
- Follow up with technicians to confirm job-site arrival and ensure adherence to scheduled timelines.
- Track job progress in real time and ensure tasks are completed within agreed SLAs.
- Proactively address delays, escalations, or scheduling conflicts.
- Build and maintain strong working relationships with third-party contractors and independent service providers. Create and manage detailed work orders for contractors, selecting the most suitable vendor for each job based on cost, availability, and expertise.
- Notify vendors promptly if a technician cannot report as scheduled; cancel existing requests and recreate or reschedule work orders as required.
- Ensure timely availability of materials to avoid service delays and cost overruns.Proactively Order required parts and supplies such as batteries, replacement components, and other field materials.
- Analyze and identify the most cost-effective options while maintaining service quality.
- Prepare and deliver complete Root Cause Analysis (RCA) reports for resolved tickets.
Required Skills & Qualifications
- Strong scheduling, coordination, and follow-up skills.
- Excellent communication and stakeholder management abilities.
- Strong analytical and problem-solving skills with attention to detail.
- Ability to manage multiple service requests in a fast-paced environment.
- Proficiency in scheduling tools, spreadsheets, or field service management systems.
- Experience in field service coordination, dispatch, operations, or a similar role (preferred).
Ticket Management & Technician Coordination
- Distribute incoming service tickets to the appropriate technicians to ensure timely and accurate resolution.
- Coordinate technician schedules using Google Calendar, maintaining accurate ETAs and ensuring regular follow-ups.
- Communicate clearly with technicians regarding job requirements, site access, timelines, and any special instructions.
- Determine whether revisits are required and identify the tools, equipment, or parts needed to complete the ticket.
Customer & Internal Communication
- Communicate directly with customers to schedule technician visits at times that are most suitable for them.
- Provide clear updates to customers regarding job status, timelines, and any required follow-up actions.
- Collaborate with internal teams including Customer Success, Technical Support, and Master Ticket Owners to drive progress and ensure ticket closure.
Parts, Supplies & Equipment Management
- Order required parts and supplies such as batteries, replacement components, and other field materials.
- Arrange for necessary equipment such as lifts or specialty tools to support onsite service needs.
Third-Party Contractor Management
- Build and maintain strong relationships with third-party contractors and independent service providers representing Pro-Vigil.
- Create and manage detailed work orders for contractors, selecting the most suitable vendor for each job.
- Monitor contractor performance to ensure service quality and customer satisfaction.
Analysis & Reporting
- Review and analyze ticket details to provide comprehensive summaries and insights.
- Prepare and deliver complete Root Cause Analysis (RCA) reports for resolved tickets.
- Identify recurring issues and communicate opportunities for operational improvements or preventive measures.
Critical Thinking & Problem-Solving Skills
- Apply critical thinking to assess service issues, identify root causes, and develop effective solutions.
- Evaluate technician feedback, ticket history, and site conditions to determine the most efficient path to resolution.
- Anticipate potential obstacles and proactively address scheduling conflicts, part shortages, or logistical challenges.
- Use data and patterns from previous tickets to recommend long-term solutions or process improvements.
- Collaborate with internal teams to explore alternatives, troubleshoot complex issues, and ensure customer needs are met.
- Make sound decisions under pressure while balancing technician availability, customer priorities, and operational demands.
Required Skills & Qualifications
- Strong communication skills to coordinate effectively between technicians, customers, and internal teams.
- Proficiency in managing schedules and ETAs using tools like Google Calendar.
- Ability to analyze ticket data and prepare clear, concise root cause analyses.
- Good organizational skills with attention to detail and ability to multitask.
- Experience coordinating field service operations or working in a similar service-oriented environment is preferred.
- Ability to collaborate with third-party contractors and manage work orders efficiently.
- Strong problem-solving skills and an ownership mindset to ensure ticket resolution.
