Field Support Coordinator

Skydio

1d•$70,000 - $95,000•Onsite

About The Position

A Skydio Field Service Coordinator (FSC) is responsible for coordinating field service operations for Skydio X10 Dock products. As part of the Customer Support Operations team, the Field Service Coordinator serves as a point of coordination between customers, Field Service Technicians, third-party service providers, Customer Support, and internal operations teams. The FSC manages the complete lifecycle of service work orders—from creation through completion—ensuring service appointments are scheduled efficiently, required parts are available, documentation is complete, and repairs are tracked through resolution. This role is collaborative and requires strong organizational skills, attention to detail, and the ability to manage multiple priorities in a fast-paced environment. As a Field Service Coordinator, you will be responsible for ensuring field service activities are planned, executed, and documented properly. You will schedule service appointments with customers and third-party service providers, manage work orders throughout their lifecycle, coordinate parts logistics, and monitor repair progress to ensure timely completion. You'll work closely with Customer Support, Field Service Technicians, Logistics, and other cross-functional teams to resolve issues, maintain accurate records, and ensure customers receive timely updates throughout the service process. Your coordination efforts will directly contribute to improving operational efficiency, reducing equipment downtime, and delivering a best-in-class customer experience.

Requirements

Experience coordinating field service operations, service scheduling, dispatch, or technical support.
Strong organizational skills with the ability to manage multiple work orders simultaneously.
Experience using Atlassian Jira, Salesforce, or similar CRM and ticketing platforms.
Order management experience.
Familiarity with RMA processes and service logistics.
Experience coordinating third-party vendors or field service providers.
Excellent written and verbal communication skills.
Strong customer service mindset
Ability to prioritize competing demands
Experience with work order management, coordinating field service, dispatch, technical support operations, customer operations, or a related field.
Demonstrated ability to manage multiple priorities in a fast-paced environment.
Strong attention to detail and commitment to process accuracy.
Knowledge of RMA workflows and service logistics.
Experience creating and tracking sales orders or parts fulfillment requests.
Strong interpersonal and customer communication skills.
Experience with Jira, Salesforce, or equivalent service management platforms.
Proficiency with Microsoft Office and Google Workspace.
Ability to analyze issues, identify process improvements, and drive work to completion.

Nice To Haves

Interest in robotics, drones, or connected hardware products is a plus.
Experience supporting Public Safety, Utilities, or Infrastructure customers.
Knowledge of inventory, logistics, or parts fulfillment processes.
Experience with service analytics and operational reporting.

Responsibilities

Schedule and coordinate field service appointments with customers, Field Service Technicians, and third-party service providers.
Manage work orders from creation through completion, ensuring timely updates and accurate documentation.
Monitor and manage the Field Service RMA Jira queue, ensuring repair requests are routed and processed efficiently.
Create sales orders for replacement parts and coordinate shipment to customers, technicians, and repair locations.
Track replacement parts and ensure returned components are received, documented, and processed according to company procedures.
Coordinate preventative maintenance work orders and recurring service activities with customers and third-party vendors.
Collaborate closely with Customer Support, Logistics, Repair Operations, and other internal teams to ensure seamless service delivery.
Maintain accurate service documentation within Jira, Salesforce, and other related business systems.
Communicate service status, scheduling updates, and logistical information to internal stakeholders and customers.
Identify scheduling conflicts, resource constraints, and process improvements to optimize field service operations.