Field Services Orchestrator

Fujitsu; Philippines; On-site; PHP 400,000 - 700,000; Full time

Job summary

Fujitsu in Taguig City is seeking a Field Services Coordinator to manage customer calls and coordinate field engineers, warehouse operations, and service delivery across Oceania. The role ensures incidents are resolved within SLAs and maintained with high customer satisfaction.

You will maintain accurate tickets, communicate effectively with stakeholders, and support hardware repair activities while complying with security policies and procedures.

Responsibilities

• Provide a high level of customer service through all communications with end users and stakeholders.
• Capture and record all contacts into the service management toolset with complete and accurate information.
• Respond to contacts in accordance with SLAs, OLAs, and KPIs.
• Perform initial triage of calls including categorization, priority assignment, and documenting troubleshooting steps.
• Take ownership of incidents from logging to resolution and closure.
• Coordinate with field engineers, warehouse operations, service delivery teams, and customer scheduling to meet SLA targets.
• Provide continuous updates to end users and stakeholders to manage expectations through to resolution.
• Support hardware repair and replacement activities across Oceania customers through effective coordination of engineers and service activities.
• Ensure compliance with call handling, escalation, follow ups, parts ordering, and account-specific requirements.
• Manage parts movement and coordination across Australia, including sending and returning components to the repair center.
• Record all activities in the service management system up to call closure.
• Maintain familiarity with Fujitsu and customer security policies relevant to Service Desk and Field Services operations.
• Participate in team meetings and performance discussions focused on continuous improvement and weekly service targets.
• Recommend process and workflow improvements to drive consistent service outcomes.

Job description

Fujitsu in Taguig City is seeking a Field Services Coordinator to manage customer calls and coordinate field engineers, warehouse operations, and service delivery across Oceania. The role ensures incidents are resolved within SLAs and maintained with high customer satisfaction.

You will maintain accurate tickets, communicate effectively with stakeholders, and support hardware repair activities while complying with security policies and procedures.