Service Delivery Coordinator

Our client operates within the telecommunications and service delivery industry, addressing the challenge of efficiently managing field technician operations. It supports a network of technicians to ensure timely service delivery, focusing on workforce management, real-time routing, and operational coordination to maintain service quality and customer satisfaction.

About the role

The Service Delivery Coordinator is responsible for managing daily technician routing, tracking performance metrics, and facilitating communication between technicians, customers, and internal teams. This role ensures smooth field operations by balancing workloads, resolving support issues promptly, and maintaining appointment schedules, thereby supporting operational leadership to focus on strategic priorities.

Responsibilities

• Route and assign daily jobs matching technician capacity.
• Maintain workforce availability and coordinate to fill gaps.
• Adjust routes for callouts to meet appointment windows.
• Confirm technicians are active and on schedule each morning.
• Verify and manage same-day callouts and escalate as needed.
• Log capacity-loss events for tracking and resolution.
• Monitor and report on technician performance metrics and KPIs.
• Maintain regulatory records and track service quality indicators.
• Handle support tickets, system activations, and troubleshooting.
• Challenge non-completed jobs and manage referral approvals.
• Submit service requests and coordinate handoffs to management.
• Conduct call-aheads, callbacks, and follow-ups to support customer service.
• Manage advanced troubleshooting and escalate field concerns.

Requirements

• High school diploma or equivalent required; associate's or bachelor's degree preferred.
• Minimum 2 years’ experience in dispatch, service delivery, or related fields.
• Experience coordinating schedules and supporting field technicians.
• Strong organizational, communication, and problem-solving skills.
• Proficiency in Microsoft Office and dispatch/ticketing systems.
• Ability to manage multiple priorities independently in a real-time setting.
• Preferred: telecommunications or broadband industry experience.
• Familiarity with workforce management and service delivery platforms.

Pay

Salary range of $60,000–$70,000 annually, based on experience and qualifications.

Benefits

• Medical insurance.
• Vision insurance.
• Dental insurance.
• 401(k).