Field Technician Support Analyst - Hiring Immediately

Level 10, LLC; Hoffman Estates (IL); On-site; USD 45,000 - 65,000; Full time

Job summary

Level 10, LLC seeks a detail-oriented field service coordinator to manage check-in/check-out of field technicians, document onsite activities, and coordinate scheduling according to project scope. You will provide technical orientation before events, escalate issues to the Project Manager, and support logistics including package tracking and site access.

A rotational on-call weekend schedule applies. You will also communicate with customer stores to confirm equipment arrival and technician

Qualifications

• 2-3 years of technical or customer service support experience.
• Proven success supporting internal and external customers.
• Strong attention to detail and organizational skills.
• Professional, reliable and results-oriented communication.

Responsibilities

• Check in/check out of field technicians.
• Provide detailed technical orientation for field service events 72 hours prior to the event.
• Document all onsite activities including scheduling, time, work performed, delays, open issues and additional expenses.
• Provide alerts and escalations to Project Manager regarding technician skills and budget issues.
• Provide an accurate, detailed assessment of technician upon event completion.
• Provide logistical support including package tracking, missing item resolution, and site access issues.
• Communicate with field technicians and customer stores to ensure equipment arrival and confirm visits.
• Escalate calls to Level II as appropriate.

Skills

Field coordination

Customer service

Attention to detail

Communication skills

MS Office

Education

Associate degree or equivalent

Tools

MS Office

Job description

• Responsible for check in/check out of field technicians
• Provide detailed technical orientation for all field service events 72 hours prior to the event
• Document all onsite activities based on project scope including scheduling, confirmation of time and work performed, delays incurred, open issues and additional expenses
• Proactively provide alerts and escalations to Project Manager regarding technician skill sets, payment inconsistencies and budget issues
• Provide an accurate, detailed assessment of technician upon event completion
• Provide logistical support when required, including package tracking, missing item resolution, site access issues and availability of Customer Technical Support
• Communicate with field technicians and customer stores to ensure equipment has arrived and confirm technician visit
• Responsible for gathering and posting technician deliverables
• Escalate calls to Level II as appropriate

Description

• Responsible for check in/check out of field technicians
• Provide detailed technical orientation for all field service events 72 hours prior to the event
• Document all onsite activities based on project scope including scheduling, confirmation of time and work performed, delays incurred, open issues and additional expenses
• Proactively provide alerts and escalations to Project Manager regarding technician skill sets, payment inconsistencies and budget issues
• Provide an accurate, detailed assessment of technician upon event completion
• Participate in Technician Review Meetings
• Provide logistical support when required, including package tracking, missing item resolution, site access issues and availability of Customer Technical Support
• Communicate with field technicians and customer stores to ensure equipment has arrived and confirm technician visit
• Responsible for gathering and posting technician deliverables
• Escalate calls to Level II as appropriate

Position requires rotational On Call weekend support

Requirements

• Associate degree in computer sciences, IT, or related field or equivalent work experience
• 2-3 years of technical or customer service support
• Proven success supporting internal and external customers
• Strong attention to detail
• Strong written and verbal communication skills
• Excellent organization and time management skills
• Professional, high-integrity, reliable, organized, driven and results-oriented
• Proficient MS Office skills (Word, Excel, and Outlook)