Field Service Coordinator-100% On Site

Field Service Coordinator

Location: Durham, NC
Work Environment: 100% Onsite
Schedule: Full-time, includes weekend coverage and assigned weekdays
Pay Rate: $32.00 - $36.00 per hour, based on experience

Position Summary

• Coordinate and dispatch field service technicians to ensure timely response and resolution of service requests.
• Manage technician schedules and workloads to meet service level agreements (SLAs).
• Support daily field operations through effective communication, inventory coordination, and administrative oversight.
• Maintain accurate service records and operational reporting.
• Contribute to a high-performing service organization focused on delivering exceptional customer support.

Key Responsibilities

• Schedule and dispatch field service technicians during weekends and assigned weekdays.
• Monitor daily service activities to ensure SLA compliance.
• Track technician status, job progress, and completion using field service management systems.
• Maintain accurate work orders, customer information, service records, and related documentation.
• Communicate job details, technical updates, and scheduling changes to field technicians.
• Coordinate with inventory and logistics teams to ensure parts, tools, and equipment are available for service calls.
• Ship required parts to support timely issue resolution in the field.
• Perform routine inventory counts and maintain inventory accuracy.
• Review completed work orders for accuracy, completeness, and proper closure.
• Prepare and distribute service reports, operational metrics, and performance updates.

Required Qualifications

• Minimum 2 years of experience in service coordination, dispatching, scheduling, customer service, or a related field.
• Ability to consistently work weekends and designated weekdays.
• Experience in field service, maintenance, technical support, facilities management, or similar environments.
• Proficiency with Salesforce CRM.
• Strong organizational and multitasking abilities.
• Excellent verbal and written communication skills.
• Ability to lift and move parts weighing up to 50 pounds.

Performance Metrics

• Meet or exceed established SLA response and arrival times.
• Maintain an onsite Mean Time to Repair (MTTR) of less than 3 hours.
• Achieve a 95% or higher service resolution success rate.

Eligibility Requirements

• Must be a U.S. citizen or lawful permanent resident (Green Card holder).
• Must not require current or future visa sponsorship.