Real-Time Field Escalations Lead (Remote)

ProducePay; United States; Presencial; USD 90.000 - 110.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Stock options

Flexible work schedule

Retirement plan match

Unlimited PTO

Descripción de la vacante

AssetWatch is seeking a Field Coordination Manager to lead real-time field support and escalation, ensuring seamless operations and an excellent customer experience. You will coordinate with field teams, customers, and internal stakeholders, resolving conflicts quickly and coaching a high-performing team.

As a remote-first company with distributed US and Canada teams, you will own critical incident handling, drive improvements, and maintain strong relationships to protect uptime and service

Formación

• 2+ years of experience in customer support, field operations, or coordination roles.
• Experience managing high-volume support environments.
• Experience leading or coaching teams.
• Strong communication and problem-solving skills.
• Experience with CRM and support tools (Salesforce preferred).

Responsabilidades

• Own all real-time field support and escalation management.
• Act as the primary point of contact for urgent scheduling conflicts and field issues.
• Rapidly resolve issues such as technician availability, customer escalations, and schedule disruptions.
• Coordinate with Scheduling to adjust plans as needed while minimizing impact.
• Serve as the bridge between field teams, customers, and internal stakeholders during live operations.
• Ensure clear and timely communication across all stakeholders during issues.
• Monitor and improve time-to-resolution for field-related issues.
• Support field technicians with resources, information, and coordination needs.
• Identify recurring issues and partner with Scheduling to drive long-term solutions.
• Lead, coach, and develop a team focused on high-quality support execution.
• Maintain strong relationships with customers and internal teams.
• Support system and process improvements that enhance field visibility and responsiveness.

Conocimientos

Customer support

Field operations

Team leadership

Communication

Problem solving

Salesforce

Herramientas

Salesforce

Descripción del empleo

AssetWatch is seeking a Field Coordination Manager to lead real-time field support and escalation, ensuring seamless operations and an excellent customer experience. You will coordinate with field teams, customers, and internal stakeholders, resolving conflicts quickly and coaching a high-performing team.

As a remote-first company with distributed US and Canada teams, you will own critical incident handling, drive improvements, and maintain strong relationships to protect uptime and service