СШАField Coordination Manager
3 нед. назад
90k–110k USD / годСША
Lead real-time field support and escalation to ensure seamless field operations and protect customer experience.
Обязанности
- Own all real-time field support and escalation management
- Act as the primary point of contact for urgent scheduling conflicts and field issues
- Rapidly resolve issues such as technician availability, customer escalations, and schedule disruptions
- Coordinate with Scheduling to adjust plans as needed while minimizing impact
- Serve as the bridge between field teams, customers, and internal stakeholders during live operations
- Ensure clear and timely communication across all stakeholders during issues
- Monitor and improve time-to-resolution for field-related issues
- Support field technicians with resources, information, and coordination needs
- Identify recurring issues and partner with Scheduling to drive long-term solutions
- Lead, coach, and develop a team focused on high-quality support execution
- Maintain strong relationships with customers and internal teams
- Support system and process improvements that enhance field visibility and responsiveness
Требования
- You thrive in fast-paced, high-pressure environments where no two days are the same
- You are highly responsive and take pride in solving problems quickly and effectively
- You are deeply customer-focused and see every issue as an opportunity to deliver excellence
- You communicate with clarity, urgency, and empathy
- You are a natural problem solver who can think on your feet
- You are energized by supporting others and removing obstacles to success
- You are comfortable jumping into any situation and taking ownership
- You are a strong leader who can coach and develop a team in a dynamic environment
Условия
- The base salary range for this full-time position is posted below, plus equity and benefits. Variable pay, bonuses, and other cash compensation will be discussed throughout the interview process.
- The salary range was determined by role, level, and location. Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range applicable to your location during the hiring process.
- Salary Range (US)
- $90,000 — $110,000 USD
- is a remote-first company that puts people at the center of everything we do. We want our team members to thrive - that’s why we offer a range of benefits and perks designed to support your well-being, growth, and work-life balance.
- Competitive compensation package including stock options
- Flexible work schedule
- Comprehensive benefits including retirement plan match
- Opportunity to make a real impact every day
- Work with a dynamic and growing team
- Unlimited PTO
- We have a distributed team that works remotely across locations in the United States and Ontario, Canada. Collaboration within core working hours is required.
Другое
- serves global manufacturers by powering manufacturing uptime through the delivery of an unparalleled condition monitoring experience, with a passion to care about the assets our customers care for every day. We are a devoted and capable team that includes world-renowned engineers and distinguished business leaders united by a common goal – To build the future of predictive maintenance. As we enter the next phase of rapid growth, we are seeking people to help lead the journey.
- powers manufacturing uptime by delivering an unparalleled condition monitoring experience, with a passion to care about the assets our customers care for every day. We are a devoted and capable team that includes world-renowned engineers and distinguished business leaders united by a common goal.
- We are growing FAST and seeking a Field Coordination Manager to lead our real-time field support and escalation function. This role is responsible for ensuring seamless execution of field operations by rapidly resolving issues, supporting field teams, and protecting the customer experience.
- 2+ years of experience in customer support, field operations, or coordination roles
- Experience managing high-volume support environments
- Experience leading or coaching teams
- Strong communication and problem-solving skills
- Experience with CRM and support tools (Salesforce preferred)
- Excellent communication and interpersonal skills
- Ability to remain calm and effective under pressure
- Strong prioritization and decision-making abilities
- Empathy and customer-first mindset
- Highly adaptable and responsive
- Strong collaboration skills across teams
- Time-to-resolution
- Customer experience / CSAT
- Field morale
- Escalation resolution effectiveness