Service Operations Coordinator

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

📋 Description

• Dispatch and manage service requests to technicians based on their priority, skillset, location, and availability.

• Oversee work queues and service ticket assignments to ensure timely responses and resolutions.

• Schedule, reschedule, and prioritize service activities to align with customer expectations and service level agreements (SLAs).

• Monitor technician progress and resolve any scheduling conflicts or delays.

• Create, update, monitor, and close service tickets using ServiceNow and other service management tools.

• Confirm that ticket information is accurate, comprehensive, and well-documented.

• Track ticket aging, escalations, and manage backlogs effectively.

• Assist with process improvement initiatives within ServiceNow.

• Act as the primary contact for technicians in need of scheduling and dispatching support.

• Foster relationships with field technicians and support teams.

• Guide technicians through service processes, procedures, and system requirements.

• Collaborate with technicians to ensure efficient completion of work and accurate documentation.

• Coordinate with technicians throughout Europe as necessary, managing work orders and incoming ServiceNow requests.

• Generate and maintain service reports and operational metrics.

• Aid in workload balancing and resource planning.

• Identify opportunities for improvement in workflow and service delivery processes.

• Support the Service Delivery Manager and the ServiceNow program by acting as the coordination point among customers, technicians, and service management.

⛳️ Requirements

• High school diploma or equivalent is required.

• At least 2 years of experience in dispatching, service coordination, technical support, help desk operations, field service, or a related role.

• Proficient computer skills with the capacity to quickly learn new software platforms.

• Familiarity with ticketing systems, work order management systems, or service management tools.

• Exceptional organizational and multitasking skills.

• Strong verbal and written communication capabilities.

• Ability to prioritize conflicting tasks in a fast-paced environment.

• Demonstrated ability to work independently as well as part of a team.

• Experience with ServiceNow or similar IT Service Management (ITSM) platforms is preferred.

• Knowledge of Air-Cooled Chiller, Air Handlers, and closed-loop systems is preferred.

• Background in supporting technical field service teams, data center operations, facilities maintenance, IT support, or related technical environments.

• Understanding of service delivery processes, incident management, and work order management.

• Experience in monitoring service metrics and compiling performance reports.

🏝️ Benefits

• Flexibility and autonomy to perform at your best.

• Collaboration with seasoned industry experts.

• A respectful, continuous-learning culture driven by excellence.

• A fast-paced, entrepreneurial work environment.

• A chance to make a positive impact for both people and the planet.

• Up to 10% travel may be required.