Field Service Program Coordinator

ABOUT THIS ROLE

The Field Service Program Coordinator sits at the intersection of Field Service operations, systems, and strategy, ensuring that our Field Service Partner (FSP) technician network is expertly onboarded, continuously trained, and supported by robust systems and workflows. This role blends process and project leadership skills along with hands‑on "doer" activities with the end goal of ensuring our FSP network can successfully deliver on their mandate of providing exceptional service to LVT’s customers.

• End-to-End Lifecycle program: Design and coordinate the full lifecycle of FSP onboarding and offboarding.
• Process Creation: Establish a standardized process from contract execution to the first work order to ensure consistency. Implement that process in partnership with FSP Managers and other internal constituents responsible for FSP success.
• Credentials: Manage the creation and distribution of Field Service s.

• SOP Development: Design, document, and refine Standard Operating Procedures (SOPs) for applicable field service processes and procedures.
• Quality Assurance: Organize and conduct work order audits to ensure consistent instructions and details are provided to technicians.
• Network Administration: Own and manage the Technician Territory Map. Assist in analyzing geographic gaps and collaborate with Field Service leadership in our recruitment strategies to achieve and maintain 100% coverage in areas where we serve.

• Training Oversight: Oversee and track both initial onboarding and ongoing technician training programs.
• Communications Management: Manage the FSP communications process, including the distribution of Field Service Bulletins and training updates.

• System Admin: Serve as the FS system administrator for non-IT tasks (e.g., Intake Forms, Pre-delivery checklists, work order templates).
• IT Liaison: Partner with IT and Product Managers to prioritize Service Now/Oracle roadmaps, driving system automation, UI improvements, and data integrity.
• Operational Rollout: Translate product roadmaps into actionable training materials and operational workflows for internal teams and partners.

• Meeting Leadership: Own the planning and execution of quarterly FSP calls and FSP Advisory Board meetings, including agenda setting and slide deck preparation.
• Performance Tracking: Track and report on quarterly OKRs and department initiatives, driving tasks and timelines to ensure project completion.

• Experience: 3-5 years in field service operations, program coordination, or project management.
• Systems Proficiency: Hands-on experience with Service Now, Oracle, or similar Enterprise Resource Planning (ERP) / Field Service Management (FSM) platforms.
• Analytical
  
  Skills:
  
  Ability to analyze geographic data and service coverage maps to drive recruitment.
• Communication: Exceptional written and verbal communication skills for managing executive-level meetings and technical bulletins.

Organization: Proven ability to manage complex, multi-step life cycles and cross-functional projects.

We believe you do your best work when your whole life is supported. We invest in our crew’s health, families, and financial futures with a benefits package designed to support you inside and outside the office. Full-time benefits include, but not limited to:
Comprehensive health, dental and vision coverage, retirement benefits (401k match up to 4%), and flexible PTO.

LVT IS PROUD TO BE AN EQUAL OPPORTUNITY EMPLOYER. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. All candidates must pass a drug screening and background check upon employment. Some roles may also require passing a federal background check and fingerprinting. Must be authorized to work in the U.S. If reasonable accommodation is needed to participate in the job application or interview process, and/or to perform essential job functions, please reach out to your recruiter.