Field Service Operations Professional

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee startup, warranty, maintenance, and service operations involving both company and contracted service resources.

• Schedule and dispatch field personnel while maximizing resource utilization and minimizing service response times.

• Manage service requests from initiation to completion, ensuring prompt communication, thorough documentation, and effective resolution.

• Act as the primary point of contact between customers, manufacturer representatives, service partners, field personnel, and internal teams.

• Monitor service coverage and identify geographic gaps, recruiting and onboarding qualified third-party service providers as necessary.

• Foster relationships with contracted service organizations while overseeing their performance, responsiveness, and adherence to company standards.

• Coordinate the procurement of replacement parts, materials, equipment, and other resources essential for field operations.

• Create and manage purchase orders for subcontractors, vendors, and service-related activities.

• Review and audit service invoices against approved scopes, contracted rates, purchase orders, and service documentation prior to payment approval.

• Track service metrics, open work orders, vendor performance, and operational KPIs.

• Maintain accurate records within service management systems and assist with reporting activities for management.

• Escalate service issues, customer concerns, coverage challenges, and operational exceptions as necessary.

• Manage training opportunities and logistics through effective communication with the training team, participants, and trainers.

• Oversee FSE Councils through communications with Engineering, Product Management, and updating SharePoint site data.

• Utilize Blue Volt to create FSE videos and knowledge assessments to ensure that FSE certification is granted to qualified and knowledgeable FSEs.

• Maintain ARC to ensure current information is posted in a timely manner.

• Conduct monthly FSE calls and coordinate with subject matter experts and speakers to establish monthly agendas.

• Mentor the technical support team with Data Center-Dualite to enhance internal knowledge.

• Coordinate field service operations across internal teams and third-party service provider networks.

• Support financial administration through the management of purchase orders and invoice audits.

• Ensure prompt and professional service delivery.

⛳️ Requirements

• Associate degree in Business Administration, Operations Management, Supply Chain, or a related field is preferred.

• A minimum of 5 years of experience in service coordination, field operations, dispatch, vendor management, customer support, training initiatives, or similar operations.

• Preferred experience in managing third-party contractors, service providers, or vendor relationships.

• Familiarity with creating purchase orders, reviewing invoices, and supporting operational financial processes.

• Proficiency in Microsoft Office Suite and service management platforms, such as ConnectWise, Salesforce, ServiceNow, or similar systems.

• Strong organizational, communication, and problem-solving skills, with exceptional attention to detail.

• Ability to manage multiple priorities in a fast-paced environment while maintaining high levels of communication and customer service.

• Capability to work independently while effectively collaborating with cross-functional teams.

• Experience in field service operations or service network management.

• Knowledge of contract administration and vendor performance management.

• Experience in KPI reporting and operational analytics.

• Familiarity with supporting technical service organizations within the industrial, manufacturing, power, automation, or HVAC sectors.

🏝️ Benefits

• Compensation package that includes base salary, bonuses (if eligible), benefits, 401k contributions, time off, recognition awards, and more.

• Quarterly company-wide meetings for all employees.

• Opportunities for management and leadership development.

• Involvement in initiatives and special projects with exposure to executive leadership.

• Access to high-quality learning courses through LinkedIn Learning.

• Regular performance check-ins with managers to encourage career growth.

• Permissive Time Off Policy.

• Paid company holidays.

• Comprehensive benefits plan covering medical, dental, life, vision, disability, and life insurance.

• 401(k) retirement program with immediate company match that is fully vested.

• Flexible Spending Account options for pre-tax employee contributions.