Field Service Operations Professional

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5 days ago Requisition

Field Service Operations Professional

Remote

Reports to Manager, Field Services

The Field Service Operations Professional is responsible for managing and coordinating field service operations across a network of internal and third-party service providers. This role is the main contact for anything related to field service execution, vendor relationships, workforce coverage, customer communication, and operational reporting. The position oversees service request intake through completion, coordinates field resources, maintains service partner coverage in assigned territories, and supports financial administration through purchase order management and invoice auditing.

The role works closely with customers, manufacturer representatives, service providers, Field Service Engineers, and internal teams to ensure timely and professional service delivery.

• Manage startup, warranty, maintenance, and service activities across company and contracted service resources.
• Schedule and dispatch field personnel while optimizing resource utilization and service response times.
• Manage service requests from initiation through completion, ensuring timely communication, documentation, and resolution.
• Serve as the primary liaison between customers, manufacturer representatives, service partners, field personnel, and internal stakeholders.
• Monitor service coverage and identify gaps in geographic regions, recruiting and onboarding qualified third party service providers as needed.
• Maintain relationships with contracted service organizations and monitor performance, responsiveness, and compliance with company standards.
• Coordinate replacement parts, materials, equipment, and other resources required to support field activities.
• Create and manage purchase orders for subcontractors, vendors, and service-related activities.
• Review and audit service invoices against approved scope, contracted rates, purchase orders, and service documentation prior to payment approval.
• Track service metrics, open work orders, vendor performance, and operational KPIs.
• Maintain accurate records within service management systems and support reporting activities for management.
• Escalate service issues, customer concerns, coverage challenges, and operational exceptions as appropriate.
• Manage the various training opportunities and logistics through effective communication with training team, attendees, and various trainers.
• Oversee the FSE Councils through communications with Engineering, Product Management and development of up-to-date Share point site data.
• Utilize Blue Volt tool to establish FSE videos and knowledge assessments to ensure FSE certification is provided to authorized and knowledgeable FSEs.
• Own ARC maintenance to ensure current information is posted timely.
• Host FSE calls monthly and coordinate with knowledge experts and speakers to establish monthly agenda.
• Mentor technical support team with Data Center-Dualite to establish increasing internal knowledge.

• Associate degree in Business Administration, Operations Management, Supply Chain, or related field preferred.
• 5+ years of experience in service coordination, field operations, dispatch, vendor management, customer support, training initiatives or related operations.
• Experience managing third party contractors, service providers, or vendor relationships preferred.
• Experience creating purchase orders, reviewing invoices, and supporting operational financial processes.
• Proficiency with Microsoft…