Field Service Coordinator

About the Role

We are seeking a Field Service Coordinator to manage daily field activities within the Mohali region. This role involves ensuring that field technicians are properly prepared, optimizing workforce utilization, maintaining operational adherence, and delivering seamless customer service. The Coordinator will serve as the main operational liaison for Field Technicians and Customer Interaction Center resources, collaborating closely with Regional Managers, the Service Desk, Talent Acquisition, and other internal units to uphold service levels and support customers effectively.

Key Duties and Responsibilities

• Organize and oversee daily field operations to meet ticket completion deadlines and service-level agreements.
• Track technician availability to optimize deployment and allocation of resources.
• Follow through on outstanding tickets, ongoing activities, and customer commitments.
• Assist in daily operational reviews and report progress to management.
• Maintain consistent communication with Field Technicians and CIC engineers.
• Monitor technician workload and coverage to identify and bridge gaps.
• Manage onboarding, induction, and readiness of technicians.
• Oversee technician attendance including leaves and shift scheduling.
• Ensure technicians possess necessary tools, access rights, certifications, and comply with customer-specific requirements before deployment.
• Ensure compliance with customer SOPs, company policies, and operational procedures.
• Maintain accurate technician records including certifications, background verification, skill matrices, and equipment inventories.
• Monitor adherence to Field Force Automation (FFA) compliance and quality of ticket documentation.
• Support internal audits and preparation of compliance reports.
• Assist with customer transition from project planning through business-as-usual operations, handling technician readiness and tracking transition milestones.
• Serve as the primary escalation point for technician issues.
• Collaborate with Regional Managers, Service Desk, Talent Acquisition, HR, and Procurement to resolve any operational challenges.
• Maintain effective communication pathways among engineers and internal stakeholders.
• Prepare comprehensive operational reports on daily, weekly, and monthly basis covering utilization, ticketing performance, SLA adherence, and workforce capacity.
• Manage operational dashboards and reports for management review.
• Identify areas for operational enhancement and recommend process improvements.
• Support initiatives toward automation and improved reporting.
• Drive continuous improvement in utilization, compliance, and service excellence.

Required Qualifications and Experience

• Graduate degree is mandatory.
• Preferred fields of study include IT, Computer Science, Business Administration, or related disciplines.
• ITIL Foundation certification is advantageous.
• 3 to 6 years experience in Field Operations, Service Delivery Coordination, Workforce Management, or Technical Operations.
• Demonstrated experience with technician coordination, onboarding processes, and utilization management.
• Familiarity with Field Service Management and ticketing systems is preferred.
• Experience managing geographically spread teams is beneficial.

Skills & Tools

• In-depth understanding of Field Service Operations and service delivery management.
• Expertise in workforce planning and technician coordination.
• Knowledge of Field Force Automation (FFA), ServiceNow, and the ticket lifecycle.
• Advanced capabilities in MS Excel and PowerPoint for reporting and dashboard creation.
• Proficiency with collaboration tools including Teams and Outlook.
• Strong communication, stakeholder management, and organizational skills.
• Ability to function effectively under pressure.