Field Coordinator

About the Role

We are looking for a motivated and technically adept Field Coordinator to manage field service operations effectively for a leading telecommunications and ISP company based in Lekki, Lagos, Nigeria. This full-time, on-site position involves overseeing service tickets from start to finish, coordinating field engineers, ensuring compliance with service standards and SLAs, and facilitating smooth communication across teams.

Key Responsibilities

• Monitor and manage incoming service tickets via the Customer Care Management system, prioritizing requests based on urgency and business impact.
• Allocate tickets to suitable field engineers considering expertise, location, and workload to guarantee timely responses.
• Coordinate daily field activities, track engineers' locations and job progress, and ensure jobs meet agreed timelines.
• Provide first-level technical assistance to engineers, escalating complex issues to senior staff as needed.
• Review field service reports for accuracy and completeness, update tickets accordingly, and prepare operational reports on daily, weekly, and monthly bases.
• Maintain continuous communication between customer support, network operations, technical teams, and field personnel to ensure efficient issue resolution.
• Enforce compliance with operational procedures, safety standards, and quality controls, contributing to ongoing process improvements.

Candidate Profile and Qualifications

• Possesses a Bachelor’s Degree or HND in Computer Engineering, Telecommunications Engineering, Information Technology, Electrical/Electronics Engineering, or related fields.
• Professional certifications like CCNA or other networking/telecommunications credentials are advantageous.
• Has 3 to 5 years’ experience in telecommunications, ISP operations, network support, or field service management.
• Experience supervising field engineers and managing technical service operations under SLA-driven environments.
• Strong working knowledge of ticketing systems, network troubleshooting, and telecommunications infrastructure.

Skills Required

• Expertise in coordinating field operations and managing service tickets.
• Understanding of RF, LAN, WLAN technologies and telecommunications infrastructure.
• Proficiency in using ticketing systems such as CCM and Microsoft Office applications.
• Excellent organizational, communication, problem-solving, and multitasking skills.
• Customer-oriented approach with high accountability and integrity.

Performance Metrics

• Speed in assigning tickets and ensuring SLA compliance.
• Time management for engineer response and issue resolution.
• Quality of service completion and first-time fixes.
• Accuracy of reporting and overall operational efficiency.

Compensation and Benefits

• Monthly net salary between ₦300,000 and ₦350,000.
• Opportunity to work with a fast-growing telecom organization focused on enterprise connectivity.
• Exposure to substantial projects in network and enterprise connectivity.
• Prospects for career advancement and skill development.
• Collaborative, technology-driven work setting.