Service Delivery Coordinator

CS Contract Solutions•Camarillo, CA

6d•$60,000 - $70,000•Remote

About The Position

As a Service Delivery Coordinator, you will manage the daily routing, performance tracking, and communication that keep field technician work moving on schedule. The role is the operational link between technicians, customers, and internal support groups — balancing technician workloads, tracking key delivery metrics, and resolving support requests and customer follow-ups before they become escalations. Working within a small, cross-time-zone team, you will own real-time decisions on routing, callouts, and capacity so that field operations leadership can stay focused on the field rather than on administrative coordination.

Requirements

Prioritization under time pressure — manage multiple live routing and escalation decisions simultaneously without losing track of deadlines.
Clear, concise communication — relay status and delays accurately across technicians, customers, and internal teams.
Working proficiency with dispatch/scheduling and service-record systems (e.g., VX, Simple, ticketing/referral platforms).
Data accuracy and attention to detail — logs and metrics feed department-level reporting and must be reliable.
Sound judgment on when to resolve directly versus escalate, and to whom.
Comfort operating with real-time accountability — decisions on routing and capacity have immediate operational impact.
High school diploma or equivalent required; associate's or bachelor's degree preferred.
2+ years of experience in dispatch, service delivery, workforce management, customer support, telecommunications, or field operations.
Experience coordinating schedules, routing work, or supporting field technicians in a fast-paced environment.
Strong organizational, communication, and problem-solving skills with proficiency in Microsoft Office and dispatch or ticketing systems.
Ability to manage multiple priorities and work independently in a real-time operational environment.

Nice To Haves

Telecommunications or broadband industry experience.
Experience with telecommunication providers.
Familiarity with workforce management, dispatch, or service delivery platforms.

Responsibilities

Route and assign daily jobs across the technician workforce, matching job volume to each technician's demonstrated capacity.
Maintain workforce availability at the department standard, coordinating with regional Operations Management to fill gaps.
Adjust routes in response to callouts to protect appointment-window completion and revenue.
Confirm technicians are active in required systems and en route on schedule each morning.
Verify same-day callouts are submitted, rechecked, and confirmed per the department standard.
Escalate nonstandard callout requests and capacity-loss events through the proper management chain.
Log all callouts and capacity-loss events for tracking and resolution.
Monitor technician jobs-per-day against market-specific targets.
Track and report KPI metrics, including completion percentage, repeat percentage, and Bob Update tracking.
Track and manage capacity-loss events.
Maintain PUC records and related regulatory tracking.
Track pre- and post-call results and notate any saved repeats.
Work posted support tickets within the department response standard and resolve or escalate promptly.
Own system activation support: ONT activation, ONT port bounce/refresh, and Eero account setup and troubleshooting.
Challenge every non-completed job and exhaust standard resolution options before approving it as a referral.
Submit free service offer requests where applicable and route engineering, construction, and PUC handoffs to client local management.
Complete call-aheads and callbacks at the department's target rate.
Handle post-install repeat calls and advanced troubleshooting; route escalated field concerns to Field Operations Managers.
Pre-call scheduled jobs and follow up on closed jobs, tracking referrals prevented as a result.