Service Operations Coordinator (Fully Remote)

ThermalWorks; United States; A distancia; USD 42.000 - 70.000; Jornada completa

Descripción de la vacante

ThermalWorks transforms data center cooling with ultra-efficient, modular systems designed to support dynamic AI workloads. They are part of Endeavour, reinvesting profits to solve global problems and foster innovation, autonomy, and continuous learning.

ThermalWorks is seeking a US-based operations professional to dispatch, manage tickets, and monitor service delivery while collaborating with field teams to uphold SLAs and high customer satisfaction.

Formación

• Experience coordinating field dispatch and ticketing operations.
• Ability to route work based on priority and technician capability.
• Demonstrated collaboration with field teams and support staff.

Responsabilidades

• Dispatch and coordinate service requests to technicians based on priority, skillset, and availability.
• Monitor work queues and service ticket assignments to ensure timely response and resolution.
• Schedule, reschedule, and prioritize service activities to meet customer expectations and SLAs.
• Create, update, monitor, and close service tickets within ServiceNow and other service management tools.
• Ensure ticket information is accurate, complete, and properly documented.
• Monitor ticket aging, escalations, and backlog management activities.
• Serve as the primary point of contact for technicians requiring scheduling and dispatching.
• Build strong professional relationships with field technicians and support teams.
• Help technicians navigate service processes, procedures, and system requirements.
• Generate and maintain service reports and operational metrics.
• Assist with workload balancing and resource planning.
• Identify opportunities to improve workflow efficiency and service delivery processes.

Conocimientos

Dispatch coordination

Ticket routing

Field technician liaison

Performance monitoring

Herramientas

ServiceNow

Descripción del empleo

• Dispatch and coordinate service requests to technicians based on priority, skillset, and availability.
• Monitor work queues and service ticket assignments to ensure timely response and resolution.
• Schedule, reschedule, and prioritize service activities to meet customer expectations and SLAs.

ServiceNow & Ticket Management:

• Create, update, monitor, and close service tickets within ServiceNow and other service management tools.
• Ensure ticket information is accurate, complete, and properly documented.
• Monitor ticket aging, escalations, and backlog management activities.
• Serve as the primary point of contact for technicians requiring scheduling and dispatching.
• Build strong professional relationships with field technicians and support teams.
• Help technicians navigate service processes, procedures, and system requirements.

Operational Support:

• Generate and maintain service reports and operational metrics.
• Assist with workload balancing and resource planning.
• Identify opportunities to improve workflow efficiency and service delivery processes.

ThermalWorks

ThermalWorks transforms data center cooling with ultra-efficient, modular systems that support dynamic AI workloads in any climate with zero water consumption. They are part of Endeavour, a purpose trust that reinvests profits to solve global problems, and foster a culture of innovation, autonomy, and continuous learning.