Field Coordination Manager

ProducePay; United States; On-site; USD 90,000 - 110,000; Full time

Benefits offered by this job

Stock options

Flexible work schedule

Retirement plan match

Unlimited PTO

Job summary

AssetWatch is seeking a Field Coordination Manager to lead real-time field support and escalation, ensuring seamless operations and an excellent customer experience. You will coordinate with field teams, customers, and internal stakeholders, resolving conflicts quickly and coaching a high-performing team.

As a remote-first company with distributed US and Canada teams, you will own critical incident handling, drive improvements, and maintain strong relationships to protect uptime and service

Qualifications

• 2+ years of experience in customer support, field operations, or coordination roles.
• Experience managing high-volume support environments.
• Experience leading or coaching teams.
• Strong communication and problem-solving skills.
• Experience with CRM and support tools (Salesforce preferred).

Responsibilities

• Own all real-time field support and escalation management.
• Act as the primary point of contact for urgent scheduling conflicts and field issues.
• Rapidly resolve issues such as technician availability, customer escalations, and schedule disruptions.
• Coordinate with Scheduling to adjust plans as needed while minimizing impact.
• Serve as the bridge between field teams, customers, and internal stakeholders during live operations.
• Ensure clear and timely communication across all stakeholders during issues.
• Monitor and improve time-to-resolution for field-related issues.
• Support field technicians with resources, information, and coordination needs.
• Identify recurring issues and partner with Scheduling to drive long-term solutions.
• Lead, coach, and develop a team focused on high-quality support execution.
• Maintain strong relationships with customers and internal teams.
• Support system and process improvements that enhance field visibility and responsiveness.

Skills

Customer support

Field operations

Team leadership

Communication

Problem solving

Salesforce

Tools

Salesforce

Job description

AssetWatch serves global manufacturers by powering manufacturing uptime through the delivery of an unparalleled condition monitoring experience, with a passion to care about the assets our customers care for every day. We are a devoted and capable team that includes world-renowned engineers and distinguished business leaders united by a common goal - To build the future of predictive maintenance. As we enter the next phase of rapid growth, we are seeking people to help lead the journey.

AssetWatch powers manufacturing uptime by delivering an unparalleled condition monitoring experience, with a passion to care about the assets our customers care for every day. We are a devoted and capable team that includes world-renowned engineers and distinguished business leaders united by a common goal.

We are growing FAST and seeking a Field Coordination Manager to lead our real-time field support and escalation function. This role is responsible for ensuring seamless execution of field operations by rapidly resolving issues, supporting field teams, and protecting the customer experience.

WHO YOU ARE:

• You thrive in fast-paced, high-pressure environments where no two days are the same
• You are highly responsive and take pride in solving problems quickly and effectively
• You are deeply customer-focused and see every issue as an opportunity to deliver excellence
• You communicate with clarity, urgency, and empathy
• You are a natural problem solver who can think on your feet
• You are energized by supporting others and removing obstacles to success
• You are comfortable jumping into any situation and taking ownership
• You are a strong leader who can coach and develop a team in a dynamic environment

RESPONSIBILITIES:

• Own all real-time field support and escalation management
• Act as the primary point of contact for urgent scheduling conflicts and field issues
• Rapidly resolve issues such as technician availability, customer escalations, and schedule disruptions
• Coordinate with Scheduling to adjust plans as needed while minimizing impact
• Serve as the bridge between field teams, customers, and internal stakeholders during live operations
• Ensure clear and timely communication across all stakeholders during issues
• Monitor and improve time-to-resolution for field-related issues
• Support field technicians with resources, information, and coordination needs
• Identify recurring issues and partner with Scheduling to drive long-term solutions
• Lead, coach, and develop a team focused on high-quality support execution
• Maintain strong relationships with customers and internal teams
• Support system and process improvements that enhance field visibility and responsiveness

EDUCATION AND EXPERIENCE

• 2+ years of experience in customer support, field operations, or coordination roles
• Experience managing high-volume support environments
• Experience leading or coaching teams
• Strong communication and problem-solving skills
• Experience with CRM and support tools (Salesforce preferred)

DESIRED SKILLS AND ATTRIBUTES

• Excellent communication and interpersonal skills
• Ability to remain calm and effective under pressure
• Strong prioritization and decision-making abilities
• Empathy and customer-first mindset
• Highly adaptable and responsive
• Strong collaboration skills across teams

KPI OWNERSHIP:

• Time-to-resolution
• Customer experience / CSAT
• Field morale
• Escalation resolution effectiveness

  AssetWatch Salary Range (US)

  The base salary range for this full-time position is posted below, plus equity and benefits. Variable pay, bonuses, and other cash compensation will be discussed throughout the interview process.

  The salary range was determined by role, level, and location. Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range applicable to your location during the hiring process.

  $90,000 - $110,000 USD

  What We Offer:

  AssetWatch is a remote-first company that puts people at the center of everything we do. We want our team members to thrive - that's why we offer a range of benefits and perks designed to support your well-being, growth, and work-life balance.

  • Competitive compensation package including stock options
  • Flexible work schedule
  • Comprehensive benefits including retirement plan match
  • Opportunity to make a real impact every day
  • Work with a dynamic and growing team
  • Unlimited PTO

  We have a distributed team that works remotely across locations in the United States and Ontario, Canada. Collaboration within core working hours is required.