Job Description Structure-

Naming convention for each job description file- Field Service Coordinator

8. Role Summary / Job Purpose

The Field Coordinator is responsible for coordinating day-to-day field operations across the assigned region, ensuring technician readiness, workforce utilization, operational compliance, and seamless service delivery. The role acts as the primary operational point of contact for Field Technicians (FTs) and CIC resources, coordinating with Regional Managers, Service Desk, Talent Acquisition, and other internal stakeholders to ensure SLA compliance, resource availability, and successful customer support.

G. Key Responsibilities

1. Field Operations Coordination

·        Coordinate daily field operations to ensure timely ticket execution and SLA compliance.

·        Monitor technician availability and support efficient engineer allocation.

·        Ensure timely follow-up on open tickets, pending activities, and customer commitments.

·        Support daily operational reviews and provide status updates to management.

2. Technician Coordination & Workforce Management

·        Maintain regular communication with assigned Field Technicians (FTs) and CIC engineers.

·        Monitor technician utilization and identify workload or coverage gaps.

·        Coordinate technician onboarding, induction, and operational readiness.

·        Track technician availability, leaves, holidays, and shift coverage.

·        Ensure all engineers have the required tools, access, certifications, and customer-specific compliance before deployment.

3. Operational Governance & Compliance

·        Ensure adherence to customer SOPs, operational processes, and company policies.

·        Maintain technician records including certifications, BGV status, skill matrix, tool inventory, and mandatory compliance.

·        Monitor FFA compliance, ticket documentation quality, and operational accuracy.

·        Support internal audits and compliance reporting.

4. Transition & Onboarding Support

·        Support customer transition activities from planning through BAU handover.

·        Coordinate technician readiness for new customer onboarding.

·        Track transition milestones and ensure all operational prerequisites are completed before Go-Live.

·        Support successful handover from Transition to BAU Operations.

5. Escalation Management & Cross-Functional Coordination

·        Act as the first operational point of contact for technician-related issues.

·        Coordinate with Regional Managers, Service Desk, Talent Acquisition, HR, Procurement, and other internal teams to resolve operational issues.

·        Track escalations and ensure timely closure within agreed timelines.

·        Maintain regular communication between engineers and internal stakeholders.

6. Reporting & Documentation

·        Prepare daily, weekly, and monthly operational reports.

·        Track technician utilization, ticket allocation, SLA performance, and workforce capacity.

·        Maintain operational dashboards and management reports.

·        Ensure accurate documentation of operational activities and action trackers.

7. Continuous Improvement

·        Identify operational gaps and recommend process improvements.

·        Support automation and reporting initiatives to improve operational efficiency.

·        Drive continuous improvement in technician utilization, operational compliance, and service quality.

8. Required Skills

Technical Skills:

·        Strong understanding of Field Service Operations and Service Delivery processes.

·        Experience with workforce planning, technician coordination, and utilization management.

·        Knowledge of FFA, ServiceNow, and ticket lifecycle management.

·        Understanding of technician onboarding, customer compliance, certifications, and operational readiness.

·        Strong reporting and dashboard management skills using Microsoft Excel and PowerPoint.

·        Ability to analyze operational data and identify improvement opportunities.

Functional Skills:

·        Excellent coordination and stakeholder management skills.

·        Strong communication and follow-up abilities.

·        Good analytical and problem-solving skills.

·        Ability to manage multiple operational activities simultaneously.

·        Strong organizational and time management skills.

·        Ability to work effectively under pressure and meet operational deadlines.

9. Tools / Systems / Technical Knowledge

• FFA (Field Force Automation)
• ServiceNow / Ticketing Tools
• Microsoft Excel (Advanced)
• Microsoft PowerPoint
• Microsoft Teams
• Outlook
• Workforce Planning & Reporting Tools
• Basic understanding of Field Service Operations and Customer SOPs

10. Decision-Making Authority

• Coordinate technician assignments based on availability and operational requirements.
• Prioritize operational activities based on SLA and business impact.
• Escalate operational risks and resource constraints to Regional Managers.
• Recommend workforce adjustments to maintain service continuity.

11. Problem-Solving Complexity

• Moderate complexity.
• Requires balancing technician availability, customer priorities, and SLA commitments.
• Involves resolving day-to-day operational issues and coordinating across multiple teams.

12 Problem-Solving Complexity

10. • Moderate to high complexity
    • Requires handling real-time operational issues, resource constraints, and escalations
    • Involves decision-making under pressure with limited information

13. Stakeholder Management / Influence

Internal:

• Regional Field Service Manager
• Service Desk (GSC)
• Talent Acquisition
• HR
• Finance
• Procurement
• Transition Team
• Project Managers

External:

• Field Technicians (FT)
• CIC Engineers
• Partners (where applicable)
• Requires strong coordination and communication skills to ensure seamless operational execution.

Education & Certification Requirements

• Graduate (Mandatory)
• Preferred: Degree/Diploma in IT, Computer Science, Business Administration, or related field.
• ITIL Foundation certification is an added advantage.

14 Experience Requirements

11. •   3–6 years of experience in Field Operations, Service Delivery Coordination, Workforce Management, or Technical Operations.
    •   Experience in technician coordination, onboarding, utilization management, and operational reporting.
    •   Exposure to Field Service Management and ticketing environments is preferred.
    •   Experience working with geographically distributed teams is an advantage.