Field Coordination Manager
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Job Description
Field Coordination Manager leading real-time support and escalations for AssetWatch’s manufacturing uptime platform. Coordinating technicians, customers, scheduling, and support teams to protect field operations.
Responsibilities:
- 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 technician availability issues, customer escalations, and schedule disruptions
- Coordinate with Scheduling to adjust plans while minimizing impact
- Bridge field teams, customers, and internal stakeholders during live operations
- Ensure clear and timely communication across stakeholders during issues
- Monitor and improve time-to-resolution for field-related issues
- Support field technicians with resources, information, and coordination
- Identify recurring issues and partner with Scheduling on long-term solutions
- Lead, coach, and develop a team focused on high-quality support execution
- Maintain relationships with customers and internal teams
- Support system and process improvements that enhance field visibility and responsiveness
- Own KPIs including time-to-resolution, customer experience/CSAT, field morale, and escalation resolution effectiveness
Requirements:
- 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
- Excellent communication and interpersonal skills
- Ability to remain calm and effective under pressure
- Strong prioritization and decision-making abilities
- Empathy and customer-first mindset
- Highly adaptable and responsive
- Strong collaboration skills across teams
- Collaboration within core working hours is required
Benefits:
- Competitive compensation package including stock options
- Flexible work schedule
- Comprehensive benefits including retirement plan match
- Unlimited PTO
- Remote-first work environment
- Opportunity to make a real impact every day
- Work with a dynamic and growing team
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