Field Support Coordinator

Key Responsibilities

• Schedule and coordinate field service appointments with customers, Field Service Technicians, and third-party service providers.
• Manage work orders from creation through completion, ensuring timely updates and accurate documentation.
• Monitor and manage the Field Service RMA Jira queue, ensuring repair requests are routed and processed efficiently.
• Create sales orders for replacement parts and coordinate shipment to customers, technicians, and repair locations.
• Track replacement parts and ensure returned components are received, documented, and processed according to company procedures.
• Coordinate preventative maintenance work orders and recurring service activities with customers and third-party vendors.
• Collaborate closely with Customer Support, Logistics, Repair Operations, and other internal teams to ensure seamless service delivery.
• Maintain accurate service documentation within Jira, Salesforce, and other related business systems.
• Communicate service status, scheduling updates, and logistical information to internal stakeholders and customers.
• Identify scheduling conflicts, resource constraints, and process improvements to optimize field service operations.

Requirements

• Experience coordinating field service operations, service scheduling, dispatch, or technical support.
• Strong organizational skills with the ability to manage multiple work orders simultaneously.
• Experience using Atlassian Jira, Salesforce, or similar CRM and ticketing platforms.
• Order management experience.
• Familiarity with RMA processes and service logistics.
• Experience coordinating third-party vendors or field service providers.
• Excellent written and verbal communication skills.
• Strong customer service mindset.
• Ability to prioritize competing demands.
• Experience with work order management, coordinating field service, dispatch, technical support operations, customer operations, or a related field.
• Demonstrated ability to manage multiple priorities in a fast-paced environment.
• Strong attention to detail and commitment to process accuracy.
• Knowledge of RMA workflows and service logistics.
• Experience creating and tracking sales orders or parts fulfillment requests.
• Strong interpersonal and customer communication skills.
• Experience with Jira, Salesforce, or equivalent service management platforms.
• Proficiency with Microsoft Office and Google Workspace.
• Ability to analyze issues, identify process improvements, and drive work to completion.

Nice-to-Haves

• Experience supporting Public Safety, Utilities, or Infrastructure customers.
• Knowledge of inventory, logistics, or parts fulfillment processes.
• Experience with service analytics and operational reporting.
• Interest in robotics, drones, or connected hardware products.