Service Delivery Coordinator

Conexa Technologies, a subsidiary of CS Contract Solutions and its family of companies, is seeking a full-time, remote Service Delivery Coordinator to manage daily routing, performance tracking, and communication for field technician operations.

About the role

As a Service Delivery Coordinator, you will manage the daily routing, performance tracking, and communication that keep field technician work moving on schedule. The role is the operational link between technicians, customers, and internal support groups — balancing technician workloads, tracking key delivery metrics, and resolving support requests and customer follow-ups before they become escalations. Working within a small, cross-time-zone team, you will own real-time decisions on routing, callouts, and capacity so that field operations leadership can stay focused on the field rather than on administrative coordination.

Responsibilities

• Routing and Workforce Management
  • Route and assign daily jobs across the technician workforce, matching job volume to each technician's demonstrated capacity.
  • Maintain workforce availability at the department standard, coordinating with regional Operations Management to fill gaps.
  • Adjust routes in response to callouts to protect appointment-window completion and revenue.
  • Confirm technicians are active in required systems and en route on schedule each morning.
• Callout and Capacity Management
  • Verify same-day callouts are submitted, rechecked, and confirmed per the department standard.
  • Escalate nonstandard callout requests and capacity-loss events through the proper management chain.
  • Log all callouts and capacity-loss events for tracking and resolution.
• Performance and KPI Tracking
  • Monitor technician jobs-per-day against market-specific targets.
  • Track and report KPI metrics, including completion percentage, repeat percentage, and Bob Update tracking.
  • Track and manage capacity-loss events.
  • Maintain PUC records and related regulatory tracking.
  • Track pre- and post-call results and notate any saved repeats.
• Support Management
  • Work posted support tickets within the department response standard and resolve or escalate promptly.
  • Own system activation support: ONT activation, ONT port bounce/refresh, and Eero account setup and troubleshooting.
  • Challenge every non-completed job and exhaust standard resolution options before approving it as a referral.
  • Submit free service offer requests where applicable and route engineering, construction, and PUC handoffs to client local management.
• Customer Communication
  • Complete call-aheads and callbacks at the department's target rate.
  • Handle post-install repeat calls and advanced troubleshooting; route escalated field concerns to Field Operations Managers.
  • Pre-call scheduled jobs and follow up on closed jobs, tracking referrals prevented as a result.

Requirements

• High school diploma or equivalent required; associate's or bachelor's degree preferred.
• 2+ years of experience in dispatch, service delivery, workforce management, customer support, telecommunications, or field operations.
• Experience coordinating schedules, routing work, or supporting field technicians in a fast-paced environment.
• Strong organizational, communication, and problem-solving skills with proficiency in Microsoft Office and dispatch or ticketing systems.
• Ability to manage multiple priorities and work independently in a real-time operational environment.

Preferred Qualifications

• Telecommunications or broadband industry experience.
• Experience with telecommunication providers.
• Familiarity with workforce management, dispatch, or service delivery platforms.

Skills

• Prioritization under time pressure — manage multiple live routing and escalation decisions simultaneously without losing track of deadlines.
• Clear, concise communication — relay status and delays accurately across technicians, customers, and internal teams.
• Working proficiency with dispatch/scheduling and service-record systems (e.g., VX, Simple, ticketing/referral platforms).
• Data accuracy and attention to detail — logs and metrics feed department-level reporting and must be reliable.
• Sound judgment on when to resolve directly versus escalate, and to whom.
• Comfort operating with real-time accountability — decisions on routing and capacity have immediate operational impact.

Working Conditions

• Early-morning coverage is part of the role; the team operates across time zones and coordinates coverage windows accordingly.
• Real-time operational environment: routing, callout, and support decisions carry same-day impact and deadlines.
• Varying tours and hours may be required, including possible weekend or holiday coverage per department schedule.
• Must work with minimal supervision, prioritize multiple live workstreams, and meet time-bound standards consistently.

Pay

This is a full-time, exempt position with a salary range of $60,000–$70,000, based on experience and qualifications.

Benefits

• Highly competitive pay
• Health, vision, and dental insurance
• Paid time off (PTO)
• 401(k) retirement plan
• Opportunities for career growth
• Incentivized competitions that promote safety and quality, with bonuses for meeting requirements

Values in Action

At Conexa, our core values guide how we operate — and how our leaders lead — every day. As a Service Delivery Coordinator, you will be expected to model them:

• Honesty and Integrity — Do the right thing on every job, every log entry, and every customer contact — especially when no one is watching.
• Attitude Over Skills — Skills can be trained; bring the attitude that lifts the team every day.
• Courage Through Communication — Raise problems early and honestly — bad news should travel fast, accurately, and with a proposed next step.
• Energy, Effort, Execution — Bring the energy, put in the effort, and finish what you start.
• Sharpen Your Axe — Invest in your own development — better tools, better skills, better results.