Field Service Support Coordinator

DIGI America (TERAOKA Group); New Jersey; On-site; USD 42,000 - 56,000; Full time

Job summary

DIGI America Inc. is seeking a Customer Support - Service Coordinator to support customers, field technicians, and service providers by coordinating requests and maintaining clear communication in a fast-paced environment.

The role is full-time, Monday–Friday 8:00 AM–5:00 PM with rotating after-hours coverage; you will enter tickets, schedule service calls, track status, and ensure timely follow-up while delivering professional customer service.

Qualifications

• Excellent written and verbal communication skills.
• Strong customer service and interpersonal skills.
• Strong organizational skills with the ability to manage multiple service requests and priorities.
• Ability to communicate professionally with customers, technicians, service providers, and internal departments.
• Strong computer skills, including Microsoft Office applications.

Responsibilities

• Answer incoming customer service calls and provide professional and courteous assistance.
• Accurately enter customer information and service requests into the company ticketing system.
• Create and maintain service tickets, including updates, changes, rescheduling, and cancellations.
• Coordinate service calls with DIGI Field Service Technicians and authorized service providers.
• Make outgoing calls to technicians and service providers to confirm assignments, availability, scheduling, and service status.
• Monitor open service calls and follow up as needed to help ensure service requests are addressed in a timely manner.
• Follow up with customers and service providers to confirm that reported issues have been resolved.
• Update and close completed service tickets with accurate information and documentation.
• Maintain clear and accurate records of customer communications, technician updates, and service activity.
• Process service-related paperwork and administrative documentation as required.
• Provide administrative and coordination support to DIGI Service Technicians.
• Communicate service updates, delays, scheduling changes, and other relevant information to customers and internal teams.
• Escalate urgent or unresolved service issues to the appropriate supervisor or department manager when necessary.
• Demonstrate a high level of professionalism and customer service, including during challenging or high-pressure situations.
• Participate in a rotating after-hours customer support schedule.
• Assist with additional Customer Support Center and general office responsibilities as needed.
• Perform other duties as assigned by the supervisor/manager

Skills

Customer service

Communication skills

Organizational skills

Ticketing systems

Microsoft Office

Tools

Ticketing software

Job description

DIGI America Inc. is seeking a Customer Support - Service Coordinator to support customers, field technicians, and service providers by coordinating requests and maintaining clear communication in a fast-paced environment.

The role is full-time, Monday–Friday 8:00 AM–5:00 PM with rotating after-hours coverage; you will enter tickets, schedule service calls, track status, and ensure timely follow-up while delivering professional customer service.