[Hiring] Field Coordination Specialist @AssetWatch, Inc.

Role Description

The Field Coordination team serves as the central hub between customers, field technicians, and internal teams—ensuring work is scheduled, supported, and executed seamlessly. They proactively manage incoming requests, troubleshoot issues in real time, and coordinate across stakeholders to deliver a consistent, world-class customer experience. Through strong communication and operational oversight, they help keep field operations running efficiently while anticipating and resolving challenges before they impact the customer.

• You want to be an integral part of creating the future of condition-based monitoring with industrial manufacturers.
• You pride yourself on delivering the absolute best customer experience possible.
• You are comfortable working autonomously, in a fully remote environment, through daily tasks and challenges.
• You have a start-up mindset and an ardent desire to help build a great company from the early stages.
• You are the epitome of a team player who communicates and collaborates with other team members and divisions fluidly.
• You are an eternal optimist and know that every issue is an opportunity to show how great our customer support process is.
• You know that Han shot first in the bar scene in Star Wars.
• You possess great empathy and can solve customer problems with speed and precision when problems arise.
• You are obsessed with our customers and creating a world-class customer experience.
• You have a growth mindset and are not happy with the status quo or doing the same thing day in and day out.
• You know that great things can be accomplished when intelligent, passionate people work together toward a common goal.
• You have no problem jumping in to support the team wherever that may be, regardless of defined role.

Responsibilities

• Rapidly respond to and address field technician concerns as they arise.
• Develop a deep knowledge of company software and hardware solutions to deliver the right solution to customer and internal challenges.
• Manage multiple incoming streams of scheduling requests coming in via software, phone, email, and Slack.
• Coordinate with internal and external stakeholders as needed to address more challenging concerns and ensure a long-term solution.
• Work internally across multiple departments to ensure and support the delivery of a world-class customer experience.
• Build a strong, trusting relationship with internal stakeholders through fluid and timely communication.
• Identify opportunities to proactively address potential challenges.
• Utilize numerous software tools to accurately diagnose problems and proceed with the correct solution.
• Assist our Field Service Team via timely confirmation of on-site visits and facility reviews.
• Schedule and confirm work orders for the Field Service Team.
• Work with our Partner organizations to fulfill a seamless experience for their customers.
• Respond to inventory concerns raised by our supply chain team to account for hardware.
• Other responsibilities as directed by the Field Coordination Manager.

Qualifications

• Some form of technical support or equivalent experience.
• 2-5 years of customer service interaction in a startup environment.
• Experience with CRM platforms (Salesforce proficiency required).
• Ability to use remote communication tools to interact and add value to internal and external stakeholders (ie. Zoom, Slack, etc).
• Outbound phone customer service preferred.
• Some college preferred. 4 year degree, highly preferred.
• Empathic, positive, and professional attitude toward our customers at all times.
• Ability to communicate clearly, concisely and in a friendly manner through verbal and written forms.
• Demonstrate the desire and knowledge to understand and solve customer needs.
• Extremely comfortable multitasking and problem solving.
• Eager to learn and not afraid to ask questions to get the job done correctly.
• Ability to multi-task, prioritize and manage time effectively.
• Exceptional organizational skills despite limited/changing workflow structure; be results-oriented with a bias for action.
• Must embrace a culture of accountability.
• Must enjoy a challenge, have a desire to learn, be passionate about your work and have a commitment to excellence and continuous improvement.
• Always behave ethically, act fairly, and take responsibility for accomplishing work goals.
• Ability to adapt to change quickly.
• Any dispatching and scheduling experience.
• Work autonomously with minimal supervision.
• Provide personalized, professional, and courteous service, accurate information, continuous communication, and the ability to address customer expectations in an appropriate manner.
• Strong collaborator who can build trust and contribute to the success of the team.
• Understand how all departments and team members contribute to the success of the organization and be comfortable to step in support however needed.
• Professional appearance, excellent communication skills and professional conduct.
• Fluency in English; other languages are a plus.
• Legally authorized to work in the USA, without sponsorship.

Benefits

• 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.