Specialist, Field Service Operations

PlayOn•Chamblee, GA

2d•Hybrid

About The Position

We are looking for a motivated and driven Specialist, Field Service Operations, to join our Field Service Operations team. This is a critical role, responsible for coordinating with schools as well as scheduling and supporting our Field Service Technicians and our camera fleet across the country. This person will have ownership over a service visit from inception to resolution, ensuring the technician and school are supported throughout the full process. The ideal candidate will have a strong technical background, exceptional organizational and communication skills, an eagerness to pick up the phone for quick scheduling and resolution, and the ability to multi-task and execute coordination and support efforts in a fast-paced, customer-focused environment. The Outcomes You’ll Deliver High-Quality Service Visits: The role ensures that all service visit types are executed accurately, on time, and with minimal disruption to provide schools with an exceptional customer experience. Timely Support for On-site Technicians: Communicate with technicians quickly to diagnose issues, resolve problems fast, and ensure site visits are completed successfully the first time—reducing repeat visits and school downtime. Accurate Data and Documentation: Diligently track work orders, visit outcomes, update contact information, and the like to aid in providing and maintaining clean, reliable data that supports reporting, future planning, and faster issue resolution. In this role, you can expect to Service Visit Ownership: Own full execution of all service visit types to all schools within an assigned region. Evaluate opportunities for preventative maintenance and improved technician routing by proactively reviewing system health and partnering with colleagues in Support, Advanced Client Operations (ACO), and Customer Success (CS). Coordination Efforts: Coordinate service visits remotely with internal and third-party field service technicians to ensure technicians are onsite with correct equipment for all visits. Work with school contacts in assigned region to coordinate and schedule all service visits and create a positive customer experience for the school throughout the process. Coordinate with third-party lift companies to order, schedule, and call off lifts for venues that require a one; all of this should be done on time to ensure PlayOn does not accrue costs for unused lift time. Manage both Salesforce cases and work orders in a timely manner to ensure there is not a large backlog so that wait times for schools and technicians are minimal. Actively create, manage, and resolve large volumes of service visits and work orders to ensure timely completion and quality work by service technicians. Manage calendar of all planned service visits to ensure acceptable service levels to onsite technicians. Technician Support: Serve as the primary point of contact for the field service technician while they are on-site at a school - providing background on the issues and expertise on the Pixellot system. Provide troubleshooting support and assistance to the field service technician while they are on-site, assisting in diagnosing and resolving technical issues remotely. Tracking and Data Management: Maintain up-to-date records including, but not limited to, work order details, results, and communications with schools and technicians, using Salesforce and other internal systems. Update data records within Salesforce as needed based on new information provided by school or technician (e.g. school contact information) RMA Processing: When spare parts are needed for a specified service visit, ensure the technician is adequately stocked, and if not, order parts through supply chain team. To thrive in this role, you have Technical Expertise: Strong technical background, with experience in Salesforce, broadcast equipment, and field service operations. Ability to quickly learn new technologies, problem-solve, and troubleshoot both technical and non-technical issues and deliver effective solutions. Communication Skills: Excellent communication and interpersonal skills, with the ability to effectively interact with team members, school administrators, Field Service Technicians, and third-party vendors in an accurate and timely manner. Exceptional interpersonal skills, with a strong ability to build powerful relationships with our customers and technicians. Operational Proficiency: Impeccably organized with the ability to manage multiple priorities, deadlines, and moving parts in a fast-paced environment. Comfortable with change and shifts, as school and technician schedules change and shift.

Requirements

Strong technical background, with experience in Salesforce, broadcast equipment, and field service operations.
Ability to quickly learn new technologies, problem-solve, and troubleshoot both technical and non-technical issues and deliver effective solutions.
Excellent communication and interpersonal skills, with the ability to effectively interact with team members, school administrators, Field Service Technicians, and third-party vendors in an accurate and timely manner.
Exceptional interpersonal skills, with a strong ability to build powerful relationships with our customers and technicians.
Impeccably organized with the ability to manage multiple priorities, deadlines, and moving parts in a fast-paced environment.
Comfortable with change and shifts, as school and technician schedules change and shift.

Responsibilities

Own full execution of all service visit types to all schools within an assigned region.
Evaluate opportunities for preventative maintenance and improved technician routing by proactively reviewing system health and partnering with colleagues in Support, Advanced Client Operations (ACO), and Customer Success (CS).
Coordinate service visits remotely with internal and third-party field service technicians to ensure technicians are onsite with correct equipment for all visits.
Work with school contacts in assigned region to coordinate and schedule all service visits and create a positive customer experience for the school throughout the process.
Coordinate with third-party lift companies to order, schedule, and call off lifts for venues that require a one; all of this should be done on time to ensure PlayOn does not accrue costs for unused lift time.
Manage both Salesforce cases and work orders in a timely manner to ensure there is not a large backlog so that wait times for schools and technicians are minimal.
Actively create, manage, and resolve large volumes of service visits and work orders to ensure timely completion and quality work by service technicians.
Manage calendar of all planned service visits to ensure acceptable service levels to onsite technicians.
Serve as the primary point of contact for the field service technician while they are on-site at a school - providing background on the issues and expertise on the Pixellot system.
Provide troubleshooting support and assistance to the field service technician while they are on-site, assisting in diagnosing and resolving technical issues remotely.
Maintain up-to-date records including, but not limited to, work order details, results, and communications with schools and technicians, using Salesforce and other internal systems.
Update data records within Salesforce as needed based on new information provided by school or technician (e.g. school contact information)
When spare parts are needed for a specified service visit, ensure the technician is adequately stocked, and if not, order parts through supply chain team.