Field Coordination Manager
About the role
The organization operates in the manufacturing industry, focusing on enhancing manufacturing uptime through advanced condition monitoring solutions. It addresses the challenge of maintaining continuous, reliable manufacturing operations by providing predictive maintenance technologies. The team comprises skilled engineers and business leaders dedicated to advancing predictive maintenance to support global manufacturers.
The FIELD COORDINATION MANAGER leads the real-time field support and escalation functions to ensure smooth field operations. This role is vital in quickly resolving issues, supporting field teams, and maintaining a positive customer experience, directly impacting operational continuity and customer satisfaction.
Responsibilities
- Manage all real-time field support and escalation activities
- Serve as primary contact for urgent scheduling conflicts and field issues
- Quickly resolve technician availability, customer escalations, and schedule disruptions
- Coordinate with Scheduling to adjust plans minimizing operational impact
- Facilitate communication among field teams, customers, and internal stakeholders during live operations
- Monitor and improve resolution times for field-related issues
- Support field technicians with necessary resources and information
- Identify recurring issues and collaborate on long-term solutions
- Lead, coach, and develop the support team
- Maintain strong relationships with customers and internal teams
- Support system and process improvements for better field visibility and responsiveness
Requirements
- Minimum 2 years experience in customer support, field operations, or coordination
- Experience managing high-volume support environments
- Leadership or coaching experience
- Strong communication and problem-solving skills
- Familiarity with CRM and support tools, Salesforce preferred
Pay
Base salary range: $90,000 to $110,000 USD plus equity and benefits. Variable pay, bonuses, and other cash compensation discussed during interviews. Salary determined by role, location, skills, experience, and education.
Benefits
- Competitive compensation package including stock options
- Flexible work schedule
- Comprehensive benefits including retirement plan match
- Unlimited paid time off