Operations Coordinator – Field Services

🔹 Key Responsibilities

• Coordinate and monitor daily Field Service activities across the US
• Track service tickets from assignment through completion
• Monitor SLA deadlines, ticket backlog, ageing and SLA risks
• Coordinate with Field Engineers and Field Service Providers (FSPs)
• Follow up on delayed, pending and incomplete tickets
• Coordinate parts availability, warehouses, logistics and Field Stock Locations (FSLs)
• Escalate potential SLA failures and operational risks proactively
• Maintain daily/weekly operational trackers and reports
• Track engineer availability, ticket status, stock issues and service performance

🔹 Required Skills

✅ Experience in Field Services, IT Services, Dispatch or SLA-driven operations
✅ Strong ticket coordination and follow-through skills
✅ Experience working with Field Engineers / Service Providers
✅ Strong understanding of SLA monitoring and ticket management
✅ Good Microsoft Excel & operational reporting skills
✅ Excellent communication, organizational and problem-solving skills
✅ Ability to coordinate across multiple US time zones
✅ POS/Payment Technology, Retail Technology or Spare Parts Logistics experience is a plus