Field Services Operations Coordinator

CRI Advantage is looking to add to our Corporate team. This role is onsite in Idaho Falls.

Position Title: Field Services Operations Coordinator (FSOC)

Department: Technical Support Services - Field Services

Reporting To: Field Service's Supervisor or TSS Operations Manager

Position Purpose:

The Field Services Operations Coordinator (FSOC) is responsible for ensuring optimal service delivery within the Field Services team for Technical Support Services. This involves overseeing daily operations, facilitating training, managing service escalations, and improving processes. The FSOC is key to aligning the team with the organization's goals through effective leadership, collaboration, and a focus on superior service standards.

Key Responsibilities:

Strategic Implementation and Daily Operations Oversight:

• Monitor operational aspects of TSS Field Service delivery methods, guidelines, and policies. When applicable, propose improvements in processes and procedures to TSS leadership.
• Act as a primary source of guidance for complex services or issues for Field Services Technicians, ensuring resolution and customer satisfaction.
• Oversee daily operations, task delegation, troubleshooting support, and service escalation management.
• Validate processes, guidelines, and documentation to ensure compliance and operational efficiency.
• Assistance with BEA project tracking
  • Document process and progress of the project
• Collaborate with Technical Support Services (TSS) Management to:
  • Allocate proper resources to required tasks

• Escalate concerns as needed

• Other duties may be assigned as gaps in resourcing occur

Administrative and Training Duties:

• Manage and track employee attendance and ensure effective team communication.
• Uphold TSS/CRI standards, including code of conduct expectations and dress code policies.
• Initial/Primary backup for general Facility Services (FS) Manager duties
  • Represent in meetings or client communications for documentation and reporting
  • Escalate decisions outside of FS Operational Control (FSOC) responsibility to upper-tier management

Vehicle and Equipment Oversight:

• Manage TSS equipment inventory, recommend equipment refresh and adhere to customer standards of care for all assets.
• Provide fleet management maintenance and oversight, assuring vehicles are operating and being operated in a manner in compliance with health and safety standards.

ServiceNow and Knowledge Base Management:

• Provide detailed reports on team performance and manage ticket workflows within ServiceNow.
• Contribute to Knowledge Base Articles (KBAs)

Qualifications:

• Associate's degree in an IT or technical field with 5+ years of experience in a technical field service environment, or an equivalent combination of education and experience.
• Proven experience in coaching and leading employees, with a solid organizational skill set for managing multiple projects simultaneously.
• Proficiency in Microsoft Office Suite, ITSM software (ServiceNow), and the ability to quickly learn and navigate through multiple systems.
• Strong communication, leadership, problem-solving, and customer service skills.
• High personal work standards, a safety and security mindset, and the ability to motivate and develop a team.
• ITIL 4 and CompTIA A+ certifications preferred.

This position offers a unique opportunity to play a significant role in the operational success of our Field Services team, ensuring the delivery of high-quality technical support and customer service.