Field Support Coordinator
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Job Description
Field Support Coordinator managing field service operations for Skydio's X10 Dock products. Coordinating appointments, orders, and documentation for customer and technician interactions.
Responsibilities:
- Schedule and coordinate field service appointments with customers, Field Service Technicians, and third-party service providers.
- Manage work orders from creation through completion, ensuring timely updates and accurate documentation.
- Monitor and manage the Field Service RMA Jira queue, ensuring repair requests are routed and processed efficiently.
- Create sales orders for replacement parts and coordinate shipment to customers, technicians, and repair locations.
- Track replacement parts and ensure returned components are received, documented, and processed according to company procedures.
- Coordinate preventative maintenance work orders and recurring service activities with customers and third-party vendors.
- Collaborate closely with Customer Support, Logistics, Repair Operations, and other internal teams to ensure seamless service delivery.
- Maintain accurate service documentation within Jira, Salesforce, and other related business systems.
- Communicate service status, scheduling updates, and logistical information to internal stakeholders and customers.
- Identify scheduling conflicts, resource constraints, and process improvements to optimize field service operations.
Requirements:
- Experience coordinating field service operations, service scheduling, dispatch, or technical support.
- Strong organizational skills with the ability to manage multiple work orders simultaneously.
- Experience using Atlassian Jira, Salesforce, or similar CRM and ticketing platforms.
- Order management experience.
- Familiarity with RMA processes and service logistics.
- Experience coordinating third-party vendors or field service providers.
- Excellent written and verbal communication skills.
- Strong customer service mindset
- Ability to prioritize competing demands
- Interest in robotics, drones, or connected hardware products is a plus.
Benefits:
- Paid vacation time
- Sick leave
- Holiday pay
- 401K savings plan
- Group health insurance plans
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