Field Service Coordinator – Technology (Remote, US)
Remote, US)We are looking for a Field Service Coordinator for a large technology company. In this role, you will manage global field service events in coordination with cross-functional internal and external teams to drive quality case handling by coordinating with field-based personnel and spare parts from the point that a new requirement is raised through to conclusion within defined SLA's and according to company processes.This is a 6-month contract (extensions possible), 40 hr/week, remote role in the US.This is a W2 role as a Stage 4 Solutions employee. Health benefits and a 401K are offered.Must work from .Responsibilities:
- Effectively manage multiple field service events, coordinate resources, and meet deadlines within defined SLAs.
- Support the resolution of customer complaints by determining the cause of the problem, expediting correction or adjustment, and following up to ensure resolution.
- Quickly identify issues, analyze potential solutions, and implement corrective actions to resolve escalations and customer complaints.
- Manage the RMA process for the replacement of defective replacement hardware parts in the field outside of the normal break-fix activities.
- Monitoring, identifying, and responding to events affecting customer data storage appliances and services, and managing field-based escalations, ensuring a satisfactory conclusion is achieved.
- Ensuring that assigned field resources are adhering to proper service management and service delivery processes and practices.
- 1+ year experience in a Field Service role
- Familiarity with CRM tools, hardware systems, and service delivery processes
- Ability to interact with customers, vendors, and clients in a professional manner; articulate well in English (other languages such as Spanish and Portuguese would be advantageous)