Field Services Coordinator​/Dispatch

Field Services Coordinator/Dispatch

You will be responsible for coordinating, monitoring, and improving field service activities, including scheduling deployment of field technicians, providing support and guidance to service personnel, and documenting project logistics for installation, repair, or replacement of equipment. The role may also include remote troubleshooting of a customer device and remote access for service validation, all performed against contracted requirements with routing project reporting.

• Support multiple end users by answering incoming tickets and requests via phone, email, or directly through ITSM ticketing system.
• Provide direction to and monitor field resources to achieve customer service level requirements (SLRs); report to Delivery Manager using provided resources to meet SLRs.
• Clearly and accurately document user cases within ITSM ticketing system.
• Prepare technician and customer for deskside visit.
• Provide service validation (through remote tools) at the end of an incident and before incident closeout, ensuring customer can access Active Directory, applications, and files.
• Collect and validate appropriate deliverables upon incident completion for delivery to Service Desk/ project office/customer.
• Be available for all escalations and questions as a dedicated technical support resource.
• Excellent customer service and communication skills.

• 2+ years experience with field services support.
• 2+ years experience in a customer service position.
• Familiarity with common applications such as Windows and Microsoft Office.

• Experience with ticketing tools - Service-Now (ITSM) preferred.
• Experience with remote troubleshooting and using remote access tools.
• Excellent customer service and communication skills.

AAS degree in computer science preferred or equivalent combination of education and experience.