Field Services Coordinator/Dispatch

cb20; Town of Malta (NY); On-site; USD 50,000 - 70,000; Full time

Job summary

cb20 is looking for a Field Services Coordinator/Dispatch in New York, Town of Malta. This position involves coordinating field service activities, providing support to service personnel, and ensuring customer service level requirements are met. Candidates should have 2+ years of experience in field services and customer service, with familiarity in using ticketing tools.

The ideal candidate will have strong communication skills and an AAS degree in computer science is preferred. The role offers an opportunity to improve service activities and engage in customer support.

Qualifications

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

Responsibilities

• Support multiple end users by answering incoming tickets and requests.
• Provide direction to field resources to meet customer service level requirements.
• Document user cases within ITSM ticketing system.
• Prep technician and customer for deskside visit.
• Provide service validation at the end of an incident.
• Collect and validate appropriate deliverables upon incident completion.
• Be available for escalations and questions as a technical support resource.

Skills

Field services support

Customer service

Windows applications

Microsoft Office

Remote troubleshooting

Communication skills

Education

AAS degree in computer science or equivalent experience

Tools

Service-Now (ITSM)

Job description

As a Field Services Coordinator/ Dispatch, you will be responsible for coordinating, monitoring, and improving field service activities. This includes but is not limited to scheduling deployment of field technicians, providing support and guidance to service personnel, and documenting project logistics that may include installation, repair, or replacement of equipment. This role may also include remote troubleshooting of a customer device, as well as remote access for service validation. All activities will be performed against the contracted requirements and will include routing project reporting around these activities.

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) – Field Services Coordinator is responsible to Delivery Manager for using provided resources to meet SLRs.
• Clearly and accurately document user cases within ITSM ticketing system.
• Prep technician and customer for deskside visit.
• Provide service validation (through remote tools) at the end of an incident and before an incident closeout (i.e., 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 using ticketing tools - Service-Now (ITSM) preferred.
• Experience with remote trouble shooting 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.