Field Service Coordinator

IONNA; North Carolina; On-site; USD 65,000 - 80,000; Full time

Job summary

IONNA in Durham, NC is seeking a Field Service Coordinator to schedule, dispatch, and coordinate field technicians to meet SLAs. This full-time onsite role requires weekend coverage and strong coordination with service teams.

The ideal candidate has at least 2 years in service coordination, is proficient with Salesforce, and can manage multiple tasks while lifting parts up to 50 lbs. Our team values reliability and clear communication.

Qualifications

• Minimum 2 years in service coordination or related field.
• Weekend coverage is a key component of this role.
• Experience with field service, maintenance, or technical support environments.
• Proficiency with Salesforce CRM.
• Strong organizational and multitasking skills.
• Ability to lift parts up to 50 lbs.

Responsibilities

• Schedule and dispatch field service technicians to meet all SLAs during weekends and assigned weekdays.
• Monitor daily service activities to ensure adherence to SLAs.
• Track technician status, job progress, and completion through field service management systems.
• Maintain accurate service records, work orders, customer information, and documentation.
• Communicate with technicians to provide job details, technical information, and scheduling updates.
• Collaborate with inventory and logistics to ensure parts, tools, and equipment are available for scheduled service activities.
• Ship all necessary parts to ensure on time resolution in the field.
• Run recurring inventory counts to ensure full accuracy.
• Review completed work orders for accuracy, completeness, and proper closure.
• Prepare and distribute service reports, performance metrics, and operational updates.

Skills

Salesforce CRM

Organizational skills

Multitasking

Verbal communication

Written communication

Lifting 50 lbs

Job description

Reports To: Sr Technical Support Manager

This role requires a full-time onsite presence in Durham, NC, as well as weekend coverage

Target Base Range for this role is $65k-$80k, dependent upon experience.

Please note: We are only able to consider candidates who are U.S. citizens or lawful permanent residents (green card holders) and who do not require current or future visa sponsorship of any sort.

Job Summary

The Field Service Coordinator is responsible for scheduling, dispatching, and coordinating field service technicians. The ideal candidate is a highly motivated individual who is looking to join a high performance team and contribute to the success of field service operations within IONNA.

Key Responsibilities

• Schedule and dispatch field service technicians to meet all SLAs during Weekends and assigned weekdays.
• Monitor and manage daily service activities to ensure adherence to service level agreements (SLAs).
• Track technician status, job progress, and completion through field service management systems.
• Maintain accurate service records, work orders, customer information, and documentation.
• Communicate with technicians to provide job details, technical information, and scheduling updates.
• Collaborate with inventory and logistics teams to ensure parts, tools, and equipment are available for scheduled service activities.
• Ship all necessary parts to ensure on time resolution in the field.
• Run reoccurring inventory counts to ensure full
• Review completed work orders for accuracy, completeness, and proper closure.
• Prepare and distribute service reports, performance metrics, and operational updates.

Required Qualifications

• A minimum of 2 years of experience in service coordination, dispatching, scheduling, customer service, or a related field.
• Ability to consistently work weekends and specific weekdays (Weekend coverage is a key component of this role)
• Experience working within field service, maintenance, technical support, facilities management, or similar environments.
• Proficiency with Salesforce CRM.
• Strong organizational and multitasking skills.
• Excellent verbal and written communication abilities.
• Ability to lift parts up to 50lbs.

Mission:

KPIs:

Ontime delivery: Onsite within SLA

Mean time to Repair (MTTR) Onsite: <3 hours

Yield: 95% success rate on site visits resolving issues

IONNA is committed to fair and equitable compensation practices through a competitive base salary, as well as offering bonus programs, comprehensive benefits such as medical, dental, vision, life, 401(K), and paid holidays. Actual base salaries are based on several factors unique to each candidate, including but not limited to skill set, experience, certifications, and specific work location.

We are committed to an inclusive and diverse team. IONNA is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status, or any legally protected status.