Resourcing Coordinator - Dispatcher EDT

Sitting within the Global Service Delivery team, the Resource Coordinator is responsible for planning, scheduling and coordinating engineering resources across the United States and Canada. Working closely with Engineering Managers, Partner Managers and operational teams, you’ll ensure the right resources are deployed to customer incidents, maintenance activities and project work while maintaining service levels, resource utilisation and operational efficiency.

The role requires an understanding of field service delivery within telecommunications, network infrastructure, managed services or data centre environments, enabling you to align the right technical resource to the right activity and support successful customer outcomes.

This is a fully remote role supporting the Eastern Daylight Time Zone and is critical to ensuring the effective delivery of field services across North America.

Candidates must be based in the United States and authorised to work without sponsorship. A valid passport is required for travel to the United Kingdom for initial onboarding and training. The successful candidate will require a suitable home working environment and a reliable hardwired internet connection with a minimum download speed of 100

Mbps and upload speed of 20

Mbps. OSHA-10 certification, or willingness to obtain certification, is also required.

• Plan and schedule engineering resources for break-fix, maintenance and project activities across North America.
• Coordinate internal engineers and third-party partners, ensuring resources are assigned based on skills, availability, location and operational requirements.
• Manage work allocation and scheduling activities through Salesforce Field Service Lightning (FSL), Field Nation and other field service management platforms.
• Review scopes of work and resource requirements to ensure appropriately skilled engineers are assigned to customer activities.
• Maintain awareness of engineering competencies, certifications and technical skillsets to support effective resource allocation.
• Support the delivery of field services across network infrastructure, connectivity, cabling and data centre environments.
• Review completed works and technician deliverables, ensuring customer requirements have been met and records are accurately maintained.
• Maintain accurate records relating to resource availability, utilisation, training activities and absences.
• Monitor resource capacity and utilisation, supporting workforce planning and forecasting activities.
• Ensure customer service levels are achieved through effective scheduling, coordination and escalation management.
• Manage and maintain access cards, keys and site access records.
• Coordinate onboarding activities for new engineers, including access requirements, training and system setup.
• Support maintenance of engineering skills matrices and coordinate training and shadowing opportunities.
• Work closely with Service Delivery, Engineering, Project Management and Partner Management teams to continuously improve resource planning and operational performance.
• Lead regular resource planning meetings and maintain accurate service and scheduling records.

• High school diploma, GED or equivalent, with at least five years’ experience in resource coordination, dispatch, scheduling, field services coordination or project coordination.
• Experience scheduling and dispatching field engineers, technicians or operational resources across multiple locations.
• Understanding of field engineering activities, technical skill requirements and resource allocation within telecommunications, network infrastructure, managed services or data centre environments.
• Experience managing work orders through…