Field Coordination Specialist

AssetWatch, Inc.

7h•Remote

About The Position

The Field Coordination team serves as the central hub between customers, field technicians, and internal teams—ensuring work is scheduled, supported, and executed seamlessly. They proactively manage incoming requests, troubleshoot issues in real time, and coordinate across stakeholders to deliver a consistent, world-class customer experience. Through strong communication and operational oversight, they help keep field operations running efficiently while anticipating and resolving challenges before they impact the customer. You want to be an integral part of creating the future of condition-based monitoring with industrial manufacturers You pride yourself on delivering the absolute best customer experience possible You are comfortable working autonomously, in a fully remote environment, through daily tasks and challenges You have a start-up mindset and an ardent desire to help build a great company from the early stages You are the epitome of a team player who communicates and collaborates with other team members and divisions fluidly You are an eternal optimist and know that every issue is an opportunity to show how great our customer support process is You know that Han shot first in the bar scene in Star Wars You possess great empathy and can solve customer problems with speed and precision when problems arise You are obsessed with our customers and creating a world class customer experience You have a growth mindset and are not happy with the status quo or doing the same thing day in and day out You know that great things can be accomplished when intelligent, passionate people work together toward a common goal You have no problem jumping into support the team wherever that may be, regardless of defined role

Requirements

Some form of technical support or equivalent experience
2-5 years of customer service interaction in a startup environment
Experience with CRM platforms (Salesforce proficiency required)
Ability to use remote communication tools to interact and add value to internal and external stakeholders (ie. Zoom, Slack, etc)
Outbound phone customer service preferred
Some college preferred. 4 year degree, highly preferred
Empathic, positive, and professional attitude toward our customers at all times
Ability to communicate clearly, concisely and in a friendly manner through verbal and written forms
Demonstrate the desire and knowledge to understand and solve customer needs.
Extremely comfortable multitasking and problem solving
Eager to learn and not afraid to ask questions to get the job done correctly
Ability to multi-task, prioritize and manage time effectively.
Exceptional organizational skills despite limited/changing workflow structure; be results-oriented with a bias for action
Must embrace a culture of accountability.
Must enjoy a challenge, have a desire to learn, be passionate about your work and have a commitment to excellence and continuous improvement.
Always behave ethically, act fairly, and take responsibility for accomplishing work goals.
Ability to adapt to change quickly
Any dispatching and scheduling experience
Work autonomously with minimal supervision
Provide personalized, professional, and courteous service, accurate information, continuous communication, and the ability to address customer expectations in an appropriate manner.
Strong collaborator who can build trust and contribute to the success of the team
Understand how all departments and team members contribute to the success of the organization and be comfortable to step in support however needed.
Professional appearance, excellent communication skills and professional conduct
Fluency in English; other languages are a plus
Legally authorized to work in the USA, without sponsorship

Responsibilities

Rapidly respond to and address field technician concerns as they arise
Develop a deep knowledge of company software and hardware solutions to deliver the right solution to customer and internal challenges
Manage multiple incoming streams of incoming scheduling requests coming in via software, phone, email, and Slack
Coordinate with internal and external stakeholders as needed to address more challenging concerns and ensure a long-term solution
Work internally across multiple departments to ensure and support the delivery of a world class customer experience
Build a strong, trusting relationship with internal stakeholders through fluid and timely communication
Identify opportunities to proactively address potential challenges
Utilize numerous software tools to accurately diagnose problems and proceed with the correct solution
Assist our Field Service Team via timely confirmation of on-site visits and facility reviews
Schedule and confirm work orders for the Field Service Team.
Work with our Partner organizations to fulfill a seamless experience for their customers
Respond to inventory concerns raised by our supply chain team to account for hardware
Other responsibilities as directed by the Field Coordination Manager.