Service Coordinator

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

📋 Description

• Professionally answer incoming calls from customers and partners with a sense of urgency.

• Collect essential context to assess if the request necessitates technical support, service dispatch, or escalation.

• Direct calls to the appropriate Field Service Engineer or internal team based on region, expertise, and availability.

• Document call details and follow-up tasks in ticketing systems, Slack, email, and CRM platforms.

• Adjust and maintain the live Field Service schedule to reflect real-time changes and shifting priorities.

• Oversee incoming emails, alerts, and customer updates to pinpoint risks and action items.

• Monitor travel plans, site access windows, and technician availability to avoid gaps or overlaps.

• Promptly escalate urgent matters that require leadership attention.

• Organize and lead daily service huddles, providing clear visibility into upcoming tasks, coverage needs, and unresolved issues.

• Assist in shift transitions and weekend/on-call handoffs by documenting and capturing important updates.

• Address site delays, resource shortages, and recurring issues as necessary.

• Maintain documentation and standard operating procedures related to scheduling, call management, and service workflows.

• Collaborate with service leadership to enhance tools, processes, and operational transparency.

• Utilize Slack, MaintainX, Salesforce, and internal systems to facilitate daily operations.

• Monitor technician utilization, site coverage, and system downtime.

• Identify patterns in call types, recurring issues, and opportunities for improved routing or documentation to minimize friction.

⛳️ Requirements

• 3-5 years of experience in service coordination, customer support, technical scheduling, or dispatch operations.

• Proven experience supporting field service teams in automation, robotics, manufacturing, or industrial settings.

• Ability to operate across multiple systems and communication channels simultaneously with ease.

• Quick, clear communicator with a calm and professional demeanor on the phone.

• Advanced English proficiency (CEFR C1 or higher) is required to effectively manage live customer calls and technical discussions.

🏝️ Benefits

• Equity in Formic: Participate in our stock option program and benefit from the success of a rapidly growing start-up backed by top global investors.

• Home Office Stipend: A one-time allowance for fully remote and hybrid employees to facilitate a productive work environment at home or while traveling.

• Monthly Cell Phone Reimbursement: Monthly stipend to assist with personal phone and internet expenses.

• Flexible Time Off: Enjoy the time you need, when you need it, supported by our flexible PTO policy.