Remote Field Service & Dispatch Coordinator

Kastle Systems; Plain City (OH); On-site; USD 52,000 - 78,000; Full time

Job summary

i2G Systems in the United States seeks a Field Operations Coordinator to optimize field service delivery by scheduling technicians, dispatching work, and managing ticket workflows. This role serves as the central liaison between technicians, project teams, and clients to ensure work orders are executed efficiently and closed on time.

You will coordinate with project managers, procurement, engineering, and billing to ensure proper resources, accurate job costing, and timely updates.

Qualifications

• Associate or Bachelor’s degree in Business Administration, Operations, Supply Chain, or a related field (or equivalent practical experience).
• 2+ years of experience in operations coordination, service dispatch, field service coordination, or technical scheduling.
• Proven experience utilizing ticketing systems, FSM software, or CRM platforms (e.g., Salesforce, ServiceNow, ConnectWise, Jira).
• Familiarity with physical security, low-voltage, life safety, or telecommunications field operations is strongly preferred.
• Strong organizational, multitasking, and problem-solving skills in a fast-paced environment.
• Excellent written and verbal communication skills, with a focus on cross-functional collaboration and customer service.
• Proficiency with the Microsoft Office Suite (especially Excel and Outlook) and Google Workspace.

Responsibilities

• Manage daily scheduling, dispatching, and routing for field technicians to optimize route efficiency, project timelines, and SLA commitments.
• Serve as the primary point of contact for technicians regarding schedule adjustments, on-site delays, emergency dispatches, and logistical support.
• Coordinate with project managers and operations leadership to allocate field resources according to skill sets, certifications, and project priorities.
• Monitor and manage the full lifecycle of service and work order tickets from creation through completion in the ticketing system.
• Review technician notes, parts usage, and labor hours for accuracy and completeness before closing tickets.
• Track outstanding, delayed, or escalated tickets, proactively resolving bottlenecks to ensure high first-time fix rates and prompt issue resolution.
• Communicate proactively with clients regarding technician arrival windows, service updates, and follow-up requirements.
• Collaborate with procurement and warehouse teams to verify that required materials, parts, and equipment are available prior to technician dispatch.
• Coordinate with internal engineering, project management, and billing teams to ensure seamless handoffs and accurate job costing.
• Generate weekly and monthly metrics on technician utilization, ticket resolution times, and schedule adherence.
• Identify recurring workflow bottlenecks and recommend process improvements for dispatch and ticket completion.
• Assist in maintaining standard operating procedures (SOPs) for dispatch and field service workflows.

Skills

Ticketing systems

FSM software

CRM platforms

Cross-functional collaboration

Organizational skills

Communication skills

MS Office & Google

Technical scheduling

Tools

Jira

Salesforce

ServiceNow

ConnectWise

Job description

i2G Systems in the United States seeks a Field Operations Coordinator to optimize field service delivery by scheduling technicians, dispatching work, and managing ticket workflows. This role serves as the central liaison between technicians, project teams, and clients to ensure work orders are executed efficiently and closed on time.

You will coordinate with project managers, procurement, engineering, and billing to ensure proper resources, accurate job costing, and timely updates.