Field Service Operations Specialist

Field Service Operations Specialist

Requirements

• Strong technical background, with experience in Salesforce, broadcast equipment, and field service operations.
• Ability to quickly learn new technologies, problem-solve, and troubleshoot both technical and non-technical issues and deliver effective solutions.
• Excellent communication and interpersonal skills, with the ability to effectively interact with team members, school administrators, Field Service Technicians, and third-party vendors.
• Exceptional interpersonal skills, with a strong ability to build powerful relationships with our customers and technicians.

Responsibilities

• Own full execution of all installation, break-fix, and preventative maintenance visits to all schools within an assigned region.
• Manage schedule of preventative maintenance visits based on service-tier assignments to all schools within an assigned region to ensure all required visits occur in specified timeframe.
• Coordinate service visits remotely with internal and third-party field service technicians to ensure technicians are onsite with correct equipment for all visits.
• Work with school contacts in assigned region to coordinate and schedule all service visits.
• Actively create, manage, and resolve large volumes of service visits work orders to ensure timely completion and quality work by service technicians.
• Manage calendar of all planned service visits to ensure acceptable service levels to onsite technicians.
• Serve as the primary point of contact for the field service technician while they are on-site at a school – providing background on the issues and expertise on the Pixellot system.
• Provide troubleshooting support and assistance to the field service technician while they are on-site, assisting in diagnosing and resolving technical issues remotely.
• Maintain up-to-date records including, but not limited to, work order details, results, and communications with schools and technicians, using Salesforce and other internal systems.
• Update data records within Salesforce as needed based on new information provided by school or technician (e.g. school contact information).
• When spare parts are needed for a specified service visit, ensure the technician is adequately stocked, and if not, order parts through supply chain team.

Preferred Qualifications

No preferred qualifications provided.