USA_Coordinator Field Service Specialist 2_Field Svc Ops

Serves as a key liaison between customers, field service technicians, and internal business teams to ensure the successful execution of service activities and account management objectives. This role is responsible for coordinating field operations, supporting customer relationships, overseeing service technician activities for assigned accounts, and identifying opportunities to enhance customer value through indirect upselling of products and services.

The ideal candidate will possess strong customer service skills, operational coordination experience, and hands-on laboratory experience involving sample collection and analysis. The position requires effective communication, attention to detail, and the ability to work within established processes, procedures, and contractual frameworks.

Key Responsibilities

Account & Customer Management

• Serve as the primary point of contact for assigned customer accounts, ensuring a high level of customer satisfaction.
• Support account management activities by coordinating service delivery and responding to customer inquiries and concerns.
• Build and maintain positive customer relationships through consistent communication and follow-up.
• Identify customer needs and communicate potential service, product, or solution opportunities to account managers and commercial teams.
• Support indirect upselling efforts by promoting value-added services and operational improvements.

Field Service Coordination

• Coordinate and oversee daily activities of field service technicians assigned to customer accounts.
• Ensure service schedules, work assignments, and customer requirements are communicated effectively.
• Monitor service execution and provide support to field personnel to ensure timely and quality service delivery.
• Assist in resolving operational issues and escalating concerns as appropriate.
• Maintain service records, reports, and documentation to ensure compliance with business requirements.

Operations Support

• Contribute to the development and execution of annual operational plans for the department and service team.
• Assist in implementing operational improvements and process enhancements.
• Communicate the impact of product, process, or procedural changes to team members and stakeholders.
• Follow established guidelines, procedures, and contractual requirements to ensure consistent service delivery.
• Participate in simple project activities and provide coordination support for operational initiatives.

Laboratory & Sample Analysis

• Collect customer samples in accordance with established procedures and safety standards.
• Perform laboratory analysis and testing on collected samples.
• Document, interpret, and communicate test results accurately to internal teams and customers as required.
• Maintain laboratory equipment and ensure compliance with quality and safety requirements.
• Support troubleshooting efforts by providing analytical data and technical observations.

Collaboration & Communication

• Work closely with business unit personnel, field service teams, laboratory staff, and account management teams.
• Gather, organize, and communicate technical information to support customer and operational needs.
• Participate in team meetings, performance reviews, and operational planning discussions.
• Provide guidance and support to field personnel regarding customer expectations and service requirements.

• Enable Skills-Based Hiring	No
  Business case justification	Chemical Technician Paid for by customer

• Expected Role Challenges	Managing Customer Expectations: Balancing multiple customer requests, addressing service concerns, and ensuring a high level of customer satisfaction while meeting operational commitments. Coordinating Field Operations: Effectively scheduling and supporting field service technicians across assigned accounts, while adapting to changing priorities, urgent service needs, and operational disruptions. Balancing Laboratory and Operational Responsibilities: Maintaining accuracy and quality in sample collection and laboratory analysis while supporting day-to-day account and service coordination activities. Identifying Growth Opportunities: Building strong customer relationships and recognizing opportunities for additional products or services that enhance customer value and support account growth. Working Across Multiple Stakeholders: Collaborating with customers, field personnel, laboratory teams, and business unit partners to ensure clear communication, timely issue resolution, and successful service delivery.
  Working Conditions	working at a refinery (Baker Hughes client) Combination of office, field, and laboratory environments. May require occasional travel to customer locations and field sites.
  Are there any safety risks associated with the role?	Yes
  Will the worker be working at a customer's facility?	Yes
  Essential Requirements of the Role	Minimum of 2 years of experience in field service coordination, customer service, account management, laboratory operations, or a related industry. Experience managing customer accounts and providing exceptional customer service. Experience collecting samples and performing laboratory analysis/testing. Proficiency with Microsoft Office applications and reporting tools.
  Desirable Attributes	Strong organizational and multitasking skills. Excellent verbal and written communication skills.
  Soft Skills	Ability to work within established procedures, contractual requirements, and operational frameworks. Strong problem-solving and attention-to-detail capabilities.
  Tools or Software	MS Office Suite
  Education	Bachelors Degree in Chemistry or related (preferred)
  Travel Abroad	No
  Industry Background or Experience	Oilfield Services
  Accreditations / Qualifications / Certification / Licenses	TWIC card (Transportation Worker Identification Credential) (Preferred by not required)
  Languages	(No Value)
  Is a Flexible Work Arrangement Offered?	No
  Rig Certificate	No
  Does the Candidate require Offshore Medical & Training Certificates to be arranged by the Supplier?	No
  Does the position allow for the worker to be virtual/remote?	No
  Is Medical Check Required for Role?	Yes
  Shift Work	No
  Where is the role based?	Onshore
  Shift Detail	7am to 4pm (Monday - Friday)
  Rotation schedule	NA
  Other Rotation	(No Value)
  Driving Licence	Yes
  Driving on behalf of Company	Yes
  Candidate Type Consideration	National

• Hours per Day	8
  Hours per Week	40
  Total Hours	2,088.00