Resource Coordinator

Role Summary

The Field Resource & Ticket Intake Coordinator serves as the first point of contact for incoming service requests and the central coordination point for field service activity. This role answers client calls in real time, gathers the information needed to understand the request, creates accurate and complete service tickets, and ensures each request is routed appropriately.

Final date to receive applications: 30 September 2026

Department: Service Desk

Location: Louisiana

Compensation: $50,000 - $60,000 / year

The Field Resource & Ticket Intake Coordinator serves as the first point of contact for incoming service requests and the central coordination point for field service activity. This role answers client calls in real time, gathers the information needed to understand the request, creates accurate and complete service tickets, and ensures each request is routed appropriately.

The coordinator schedules and dispatches internal field technicians and approved subcontractors based on technical skill set, location, availability, urgency, and client impact. This role maintains visibility into the field schedule, communicates changes and expectations, and helps ensure resources arrive prepared with the information needed to complete the work successfully.

The primary goal of this position is to create a consistent, responsive, and well-coordinated client experience from the moment a service request is received through its assignment and scheduling.

Ticket Intake & Client Communication

• Answer incoming client service calls promptly and professionally and create accurate tickets within the company ticketing platform.
• Ask appropriate questions to understand the issue, affected users or locations, business impact, urgency, and scheduling requirements.
• Ensure tickets contain clear descriptions, client contact information, location details, urgency, impact, availability, and all information required for assignment.
• Set clear expectations with clients regarding next steps, scheduling, and follow-up.
• Escalate urgent, high-impact, or sensitive requests to the appropriate service leader. [....2026 | PDF]

Field Scheduling & Dispatch

• Schedule and dispatch internal field technicians based on skill set, location, availability, urgency, and client needs.
• Provide assigned technicians with complete ticket details, client expectations, site requirements, and relevant documentation.
• Monitor and adjust the field schedule throughout the day as priorities, delays, cancellations, or emergencies arise.
• Confirm appointments and communicate scheduling updates with clients and assigned resources.
• Maintain visibility into unassigned, unscheduled, delayed, or at‑risk field requests and elevate capacity concerns to the Field Service Manager. [....2026 | PDF]

Subcontractor Coordination

• Coordinate approved subcontractors for specialized, out‑of‑area, or overflow field service needs.
• Confirm availability, qualifications, service coverage, scheduling, and job requirements before assignment.
• Provide subcontractors with the complete scope of work, site details, client contacts, expectations, and required documentation.
• Track job acceptance, arrival, progress, completion, and any outstanding follow‑up.
• Ensure subcontractor time, notes, documentation, and completion details are recorded in the appropriate service ticket.
• Escalate performance, communication, scheduling, or service quality concerns to the Field Service Manager. [....2026 | PDF]

Ticket & Schedule Management

• Review field service tickets for completeness before assignment.
• Maintain accurate ticket statuses, assignments, schedules, notes, and client communications within the ticketing platform.
• Follow up on tickets that remain unassigned, unscheduled, delayed, or missing required information.
• Identify requests that may require additional technical review, project scoping, parts, approvals, or escalation before dispatch.
• Support the Field Service Manager with schedule visibility, resource planning, and identification of recurring coordination issues.
• Assist with reporting related to field scheduling, ticket volume, response times, subcontractor usage, and resource availability.
• Follow established service department procedures, escalation paths, and client communication standards. [....2026 | PDF]

The Resource Coordinator plays a critical role in shaping the client experience.

• Create a professional and reassuring first impression for clients.
• Demonstrate urgency without sacrificing accuracy.
• Maintain ownership of requests until they are properly assigned and scheduled.
• Communicate proactively rather than waiting for the client to request an update.
• Avoid over promising and provide realistic expectations.
• Recognize when a request requires immediate escalation.
• Ensure internal technicians and subcontractors receive the information needed to arrive prepared.