Field Services Coordinator

About the role

The Field Services Coordinator supports Field Services operations across U.S. and international regions by coordinating onsite visits, technician schedules, equipment logistics, and third-party Smart Hands resources. This role helps ensure Field Engineers and onsite resources have the information, access, documentation, and equipment needed to complete work successfully.

The Coordinator works closely with Field Services, Customer Success, Help Desk, Escalation Engineering, Project Management, Engineering, vendors, and third-party onsite resources to support daily operations, project work, and customer onsite requirements.

What you'll do

Proactive & Reactive Onsite Coordination

·      Coordinate Field Services onsite commitments in accordance with established service agreements and operational requirements.

·      Schedule and coordinate onsite visits across all U.S. regions and international locations as required.

·      Ensure the Field Team and onsite resources have the necessary equipment, access information, documentation, and other requirements prior to scheduled work.

·      Create and maintain templates, processes, and workflows that support the scheduling and automation of proactive Field Services activities.

·      Review daily onsite summaries submitted by technicians and ensure follow-up items are appropriately assigned, documented, and completed.

·      Review Field Team queues and case queues to ensure onsite requests are scheduled, progressing appropriately, and receiving required follow-up.

·      Review open tickets to ensure work is being addressed according to the planned onsite schedule.

·      Audit completed onsite tickets and time entries for accuracy, completeness, documentation, and invoicing readiness to support month end activities.

·      Serve as a primary operational coordination point for Field Services, helping identify resources, information, equipment, or scheduling requirements so the Field Team can remain focused on onsite execution.

·      Assist with prioritization and coordination of competing onsite requests based on urgency, customer requirements, technician availability, geography, and business needs.

Smart Hands & Third-Party Resource Coordination

·      Coordinate third-party Smart Hands resources for onsite requirements throughout the United States and internationally.

·      Identify and schedule appropriate onsite resources based on location, technical requirements, timing, and scope of work.

·      Provide Smart Hands technicians with the information, documentation, equipment requirements, access details, and onsite instructions necessary to successfully complete assignments.

·      Coordinate communication between Field Services, Smart Hands resources, and other internal stakeholders involved in onsite execution.

·      Track the status and completion of Smart Hands engagements and ensure required documentation and follow-up are completed.

·      Assist with resolving scheduling, resource, access, or logistical issues that may impact onsite execution.

·      Maintain awareness of available onsite resources and regional coverage to support efficient resource allocation.

Project & Engineering Support

·      Collaborate with the Project Management and Engineering teams to coordinate onsite requirements for projects and technical initiatives.

·      Assist with scheduling Field Engineers, Smart Hands technicians, and other onsite resources required to support project execution.

·      Coordinate equipment delivery, installation, replacement, staging, and other onsite logistics associated with project work.

·      Ensure project-related onsite requirements, documentation, equipment, access information, and scheduling details are communicated to the appropriate Field Services resources.

·      Assist Project Managers and Engineers with onsite execution activities when Field Services coordination is required.

·      Track onsite project activities and follow up on outstanding items to support successful project completion.

·      Support project-related scheduling and resource allocation while maintaining alignment with Field Services priorities and capacity.

Equipment & Onsite Logistics

·      Coordinate delivery and onsite scheduling of equipment required for Field Services activities.

·      Verify delivery requirements, equipment details, installation requirements, and other information necessary for successful onsite execution.

·      Coordinate equipment shipments and onsite logistics with Field Engineers, warehouses, Smart Hands resources, and other appropriate Field Services resources.

·      Ensure equipment and required materials are available and accounted for prior to scheduled onsite work.

·      Assist with identifying and resolving equipment or logistical issues that could impact scheduled onsite activities.

Field Services Operations & Administration

·      Maintain accurate Field Services scheduling information, onsite boards, team tabs, and related operational documentation.

·      Maintain and improve Field Services templates, processes, and workflows.

·      Audit tickets and onsite documentation to ensure accuracy and support the invoicing process.

·      Monitor open and completed onsite tickets and follow up on outstanding actions.

·      Assist Field Engineers with managing and prioritizing their ticket queues when coordination or scheduling support is required.

·      Maintain accurate scheduling and resource information for Field Services.

·      Identify operational gaps, recurring issues, or opportunities for process improvement and communicate recommendations to Field Services leadership.

·      Assist with internal Field Services initiatives and operational projects as assigned.

·      Support onboarding and operational changes within the Field Services organization as needed.

·      Provide reporting and status updates related to onsite scheduling, resource utilization, open work, and operational priorities.

Direction & Influence

·      Make recommendations regarding the urgency and scheduling of onsite service requests and appointments.

·      Help prioritize Field Services resources based on business needs, project requirements, geographic coverage, technician availability, and service commitments.

·      Provide operational feedback regarding scheduling, resource coordination, onsite execution, and recurring field challenges.

·      Identify potential scheduling or resource conflicts and proactively escalate issues when additional direction is required.

·      Influence effective coordination between Field Services, Project Management, Engineering, and third-party onsite resources.

Qualifications

·      3+ years of experience in coordination, scheduling, operations, project administration, field services, or a related business environment.

·      Experience coordinating multiple resources, schedules, or work assignments across multiple locations.

·      Strong organizational skills with the ability to manage multiple priorities and deadlines simultaneously.

·      Excellent written and verbal communication skills.

·      Strong attention to detail and a high degree of accuracy.

·      Ability to gather, organize, and communicate detailed technical and logistical information.

·      Ability to work effectively with Field Engineers, Field Leadership, Project Managers, Engineers, vendors, and third-party onsite resources.

·      Experience working with ticketing, PSA, scheduling, or other service-management systems.

·      Computer literacy with Microsoft Office products and other related business applications and tools.

·      Ability to anticipate workload, identify resource requirements, and coordinate resources to meet operational needs.

·      Strong problem-solving and critical-thinking skills.

·      Ability to take ownership of responsibilities and drive work to completion with limited direction.

·      Ability to work effectively in a fast-paced environment with changing priorities.

·      Strong follow-through and accountability for assigned activities.

·      Willingness and ability to support Field Services operations across multiple U.S. regions and international locations.

·      Experience coordinating third-party field service or Smart Hands resources is preferred.

·      Experience working with technical teams, project teams, or managed services organizations is preferred.