Field Service Program Coordinator

LVT•American Fork, UT

About The Position

The Field Service Program Coordinator sits at the intersection of Field Service operations, systems, and strategy, ensuring that our Field Service Partner (FSP) technician network is expertly onboarded, continuously trained, and supported by robust systems and workflows. This role blends process and project leadership skills along with hands-on “doer” activities with the end goal of ensuring our FSP network can successfully deliver on their mandate of providing exceptional service to LVT’s customers.

Requirements

3-5 years in field service operations, program coordination, or project management.
Hands-on experience with ServiceNow, Oracle, or similar Enterprise Resource Planning (ERP) / Field Service Management (FSM) platforms.
Ability to analyze geographic data and service coverage maps to drive recruitment.
Exceptional written and verbal communication skills for managing executive-level meetings and technical bulletins.
Proven ability to manage complex, multi-step lifecycles and cross-functional projects.

Responsibilities

Design and coordinate the full lifecycle of FSP onboarding and offboarding.
Establish a standardized process from contract execution to the first work order to ensure consistency. Implement that process in partnership with FSP Managers and other internal constituents responsible for FSP success.
Manage the creation and distribution of Field Service ID badges.
Design, document, and refine Standard Operating Procedures (SOPs) for applicable field service processes and procedures.
Organize and conduct work order audits to ensure consistent instructions and details are provided to technicians.
Own and manage the Technician Territory Map. Assist in analyzing geographic gaps and collaborate with Field Service leadership in our recruitment strategies to achieve and maintain 100% coverage in areas where we serve.
Oversee and track both initial onboarding and ongoing technician training programs.
Manage the FSP communications process, including the distribution of Field Service Bulletins and training updates.
Serve as the FS system administrator for non-IT tasks (e.g., Intake Forms, Pre-delivery checklists, work order templates).
Partner with IT and Product Managers to prioritize ServiceNow/Oracle roadmaps, driving system automation, UI improvements, and data integrity.
Translate product roadmaps into actionable training materials and operational workflows for internal teams and partners.
Own the planning and execution of quarterly FSP calls and FSP Advisory Board meetings, including agenda setting and slide deck preparation.
Track and report on quarterly OKRs and department initiatives, driving tasks and timelines to ensure project completion.