Field Service Operations Coordinator

HOPE Hydration; Miami (FL); On-site; USD 34,000 - 41,000; Full time

Job summary

HOPE Hydration in Miami, FL is hiring a Field Service Operations Coordinator to manage intake and coordination of field service work orders and provide remote diagnostic support. You will bridge internal teams, field technicians, and external partners to ensure timely, accurate dispatch and closeout of orders.

The role involves auditing work orders, tracking expenses (labor, parts, and travel), and occasionally supporting on-site walkthroughs and software updates.

Qualifications

• Strong coordination, organization, and follow-through skills.
• Experience working across multiple teams and stakeholders.
• Ability to follow procedures closely while troubleshooting.
• Experience with ticketing & dispatch systems (MaintainX, CMMS, Jira, Zendesk, ServiceNow). MaintainX preferred.
• Strong written and verbal communication, especially timeline updates.
• Basic technical aptitude and comfort with remote diagnostics and software updates.

Responsibilities

• Dispatch and coordinate service work orders with internal teams, field personnel and external partners.
• Document, assign, and route work orders based on urgency, tiered SLAs and scope.
• Audit work orders for completeness, accuracy and adherence to process standards.
• Track expenses on each service order, including labor, parts and travel.
• Provide remote diagnostic support and assist technicians; verify issues before escalation.
• Assist with on-site walkthroughs and software update deployments as needed.

Skills

Coordination

Communication

Multitasking

Troubleshooting

Tools

MaintainX

CMMS

Jira

Zendesk

ServiceNow

Job description

Field Service Operations Coordinator (Dispatch & Remote Support)

Salary: $25-$30/hour

Location: Miami, FL

Role Summary

The Field Service Operations Coordinator is responsible for managing the intake & creation, coordination, oversight, and closeout of all field service work orders. This role acts as the operational hub between internal teams, field technicians, and external partners to ensure work orders are properly assigned, supported, audited, and completed within communicated timelines. The position also provides remote diagnostic support in accordance with established procedures and, when needed, supports on-site walkthroughs and software update deployments.

Key Responsibilities

Work Order Dispatch & Coordination

• Dispatch and coordinate service work orders with relevant internal teams, field personnel, and external partners.
• Ensure work orders are properly documented, assigned, and routed based on urgency, Tiered service level expectations, and scope.
• Maintain clear communication between stakeholders to prevent delays or misalignment.

Remote Diagnostic Support

• Provide remote diagnostic support following documented troubleshooting procedures and workflows.
• Assist technicians and partners in identifying issues and confirming root cause before escalation or dispatch.
• Document diagnostic findings and steps taken within the work order system.

Work Order Auditing & Timeline Management

• Audit work orders for completeness, accuracy, and adherence to process standards.
• Ensure all expenses are properly mapped out on each service order, including labor, parts, and travel.
• Track progress and follow up proactively to ensure work orders are addressed on schedule.
• Communicate expected timelines, status updates, and next steps to relevant stakeholders.

On-Site and Technical Support (Occasional)

• Assist with on-site walkthroughs when required to validate issues, confirm scope, or support service planning.
• Monitor permitting status on inbound projects, prepare for and proactively manage contractor and installation vendor coordination’s
• Support occasional software update deployments, including coordination, verification, and documentation.

Qualifications / Skills

• Strong coordination, organization, and follow-through skills.
• Comfortable working across multiple teams and stakeholders.
• Ability to follow procedures closely while still thinking critically during troubleshooting.
• Experience working with ticketing & dispatch work order systems (MaintainX, CMMS, Jira, Zendesk, ServiceNow, etc.). MaintainX experience is preferred.
• Strong written and verbal communication — especially when providing timeline updates.
• Basic technical aptitude and comfort supporting remote diagnostics and software updates.

Success in This Role Looks Like

• Work orders are dispatched quickly and accurately with minimal rework, maximization of first-time fixes.
• Diagnostics are handled consistently and documented cleanly.
• Installations, Break-fix, and proactive preventive field services completed timely and within a cost efficient manner
• Awareness mindset for driving established KPIs towards compliance
• Timelines are communicated clearly and met reliably.
• Stakeholders feel informed, supported, and confident in the process.