Field Services Coordinator/Dispatch

cb20, Inc; New York (NY); On-site; USD 50,000 - 70,000; Full time

Job summary

cb20, Inc in New York, NY is looking for a Field Services Coordinator/Dispatch. The role involves coordinating field services, handling technical support requests, and ensuring service validation through remote tools. Excellent communication and customer service skills are a must.

The ideal candidate will have at least 2 years of experience in field service support and customer service. An AAS degree in computer science or equivalent experience is preferred.

Qualifications

• 2+ years experience with field services support.
• 2+ years experience in a customer service position.
• Familiarity with common applications such as Windows and Microsoft Office.

Responsibilities

• Coordinate and monitor field service activities.
• Support end users via tickets and requests.
• Document user cases within ITSM ticketing system.
• Prepare technician and customer for visits.
• Provide service validation at incident close.
• Collect deliverables post-incident.
• Handle escalations and questions.

Skills

Customer service skills

Technical support

Communication skills

Windows familiarity

Microsoft Office familiarity

Education

AAS in Computer Science

Tools

Service-Now (ITSM)

Job description

Field Services Coordinator/Dispatch

You will be responsible for coordinating, monitoring, and improving field service activities, including scheduling deployment of field technicians, providing support and guidance to service personnel, and documenting project logistics for installation, repair, or replacement of equipment. The role may also include remote troubleshooting of a customer device and remote access for service validation, all performed against contracted requirements with routing project reporting.

Duties and Responsibilities

• Support multiple end users by answering incoming tickets and requests via phone, email, or directly through ITSM ticketing system.
• Provide direction to and monitor field resources to achieve customer service level requirements (SLRs); report to Delivery Manager using provided resources to meet SLRs.
• Clearly and accurately document user cases within ITSM ticketing system.
• Prepare technician and customer for deskside visit.
• Provide service validation (through remote tools) at the end of an incident and before incident closeout, ensuring customer can access Active Directory, applications, and files.
• Collect and validate appropriate deliverables upon incident completion for delivery to Service Desk/ project office/customer.
• Be available for all escalations and questions as a dedicated technical support resource.
• Excellent customer service and communication skills.

Requirements

• 2+ years experience with field services support.
• 2+ years experience in a customer service position.
• Familiarity with common applications such as Windows and Microsoft Office.

Preferred Qualifications

• Experience with ticketing tools - Service-Now (ITSM) preferred.
• Experience with remote troubleshooting and using remote access tools.
• Excellent customer service and communication skills.

Education

AAS degree in computer science preferred or equivalent combination of education and experience.