Sr. Field Service Coordinator

Responsibilities

•Coordinate and manage field engineers within the assigned region to ensure timely and high-quality service delivery.
•Ensure timely dispatch of engineers for all service desk tickets by working closely with the Global Support Center (GSC)/Service Desk.
•Assist in upcoming job requirements and proactively assign appropriately skilled engineers for tasks.
•Drive skill development within the field engineer pool and supporting targeted training initiatives.
•Collaborate with the Talent Acquisition team to identify and fulfil staffing needs in a timely manner.
•Lead and participate in vetting and screening processes for new engineer hires, ensuring thorough assessments and documentation.
•Manage post-onboarding formalities for new hires, including training on critical project requirements and expectations.
•Deliver or coordinate project-specific training to ensure engineers are fully equipped for deployment.
•Promote effective communication, teamwork, and a positive work culture among regional field engineers.
•Maintain regular communication with the Regional Manager to validate monthly field engineer expenses.
•Coordinate with the Finance team to ensure timely processing and payment of engineer reimbursements and maintain accurate records.
•Serve as the primary point of contact for any field service escalations or coordination issues in the region.
•Ensure all engineers understand and are aligned with client expectations and service level agreements (SLAs).

Preferred Qualifications:

• Trained/Certification such as CompTIA A+/Network+/Server+, or Microsoft/CCNA are a plus.
• Experience working in a Managed Services or MSP environment is desirable.

Qualities and Skills required Essential

• 3–6 years of experience in an IT field coordination or service delivery role within the IT services industry.
• Networking (LAN/WAN, TCP/IP, routers/switches)
• Server hardware/software (Windows/Linux servers, virtualization, basic troubleshooting)
• Proven experience in managing geographically distributed technical teams.
• Familiarity with ticketing and dispatch systems (e.g., ServiceNow).
• Excellent interpersonal, organizational, and communication skills.
• Strong problem-solving abilities and attention to detail.
• Willingness to work in US business hours (Night Shift IST)
• Experience with project coordination in IT infrastructure or end-user support