Field Service Technician Coordinator

Job Description

Job Title : Field Service Technician Coordinator We are seeking a Field Service Technician Coordinator with experience in identifying and managing IT field technicians and computer repair vendors across different regions in Canada and the US . The ideal candidate will also have experience leading laptop OEM projects, coordinating technician activities, and ensuring that service delivery meets customer expectations in a timely and efficient manner. This role involves managing the logistics of field service requests, building and maintaining relationships with technicians and vendors, and ensuring quality service for IT equipment, particularly laptops. Working hours (Shift): Full-time position working in EST shift. Key Responsibilities: Field Technician & Vendor Identification: Identify and onboard qualified IT field technicians and computer repair vendors in various regions across Canada and the US. Build and maintain a network of reliable vendors and service partners to ensure adequate coverage and service availability across different geographic locations. Ensure technicians and vendors meet performance standards and maintain professional qualifications. Laptop OEM Project Coordination: Lead and coordinate laptop OEM (Original Equipment Manufacturer) projects, ensuring smooth operations, timely delivery, and quality service. Oversee the deployment and maintenance of laptops and related equipment, ensuring all processes are adhered to according to OEM standards and specifications. Manage and monitor the lifecycle of laptops, including installations, upgrades, repairs, and decommissioning. Scheduling & Dispatching: Coordinate and schedule field service technicians for service calls, ensuring timely response and resolution of service requests. Ensure technicians are dispatched efficiently and have the necessary tools and parts to complete their tasks. Work closely with internal teams to ensure that service appointments align with client requirements and priorities. Service Delivery Management: Monitor and manage the quality of field service activities, ensuring compliance with service level agreements (SLAs) and customer satisfaction standards. Track and document field service activities, including technician performance, issue resolution, and service feedback. Ensure that field technicians are equipped with accurate information and troubleshooting resources for effective service delivery. Vendor & Technician Relationship Management: Develop strong, professional relationships with vendors and field technicians to foster collaboration and ensure consistent service delivery. Address any service issues or disputes with vendors or technicians and work towards resolutions. Provide training and guidance to technicians and vendors to ensure high standards of service. Performance Monitoring & Reporting: Track and analyze field service performance, ensuring that all field activities are conducted according to company policies and industry best practices. Generate reports on technician performance, vendor performance, service completion times, and customer satisfaction. Use data insights to identify trends, make process improvements, and ensure operational efficiency. Continuous Improvement & Process Optimization: Collaborate with internal teams to identify areas for improvement in the field service process and implement solutions. Suggest and implement new technologies, tools, or strategies to improve the efficiency of field operations and service delivery. Compliance & Quality Assurance: Ensure that all field operations comply with local regulations, safety standards, and company policies. Conduct regular audits and assessments to ensure service quality, technician competency, and vendor performance. Skills & Qualifications: Education: A degree or diploma in Information Technology, Business Administration, Operations, or a related field is preferred. Experience: 3+ years of experience in field service coordination, vendor management, or a similar role, preferably within the IT or computer repair industry. Proven experience in leading laptop OEM projects, including deployment, repair, and maintenance. Experience in managing field service technicians and coordinating multi-location service delivery, particularly in North America (Canada and the US). Familiarity with IT equipment, laptop configurations, and OEM standards. Prior experience in vendor management and building strong partnerships with service providers. Skills: Strong organizational and multitasking skills to manage multiple technicians, vendors, and service requests simultaneously. Excellent communication skills, both written and verbal, for liaising with clients, technicians, and vendors. In-depth knowledge of field service operations, including scheduling, dispatching, and tracking service requests. Strong problem-solving skills to handle service issues and vendor-related concerns. Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) and field service management tools. Ability to use reporting tools and data analytics to assess and improve service performance. Personal Traits: Proactive and self-motivated with a focus on customer satisfaction. Strong leadership and team collaboration skills. Attention to detail and a high level of accuracy in documentation and reporting. Ability to work under pressure and meet deadlines in a fast-paced environment. Ability to adapt to changes in technology, client requirements, and operational demands.