Technical Staffing Coordinator

About Us

ServicePoint is a leading technology services provider across North America, recognized for delivering exceptional customer experiences and operational excellence. We specialize in designing, implementing, and supporting solutions across Data Infrastructure, Cybersecurity, Audio Visual, and Managed Services. At ServicePoint, we foster a fast-paced, execution-focused environment where leadership, accountability, and continuous improvement drive success. Our teams work collaboratively to support enterprise clients through scalable staffing, field service delivery, and technical operations.

Position Summary

Fully Remote, W2 role. The Technical Staffing Coordinator is responsible for assigning work to both contractors and W-2 technicians while ensuring jobs are staffed quickly, accurately, and cost effectively. The primary focus of this role is to ensure each work order is assigned to the right technician, at the right cost, and completed successfully on the first site visit. This position plays a critical role in supporting customer satisfaction, operational efficiency, and margin performance by balancing staffing speed, provider quality, technical alignment, and cost control. The Technical Staffing Coordinator works closely with Project Managers, TAC, Operations, and Field Service Providers to ensure seamless service delivery across break/fix and project work.

Key Responsibilities

• Match work orders with technicians who possess the appropriate technical skills and experience required for successful completion
• Review provider performance history to confirm reliability, quality, timeliness, and customer satisfaction trends
• Assign work quickly and accurately to support service delivery SLAs and customer expectations
• Build and maintain strong working relationships with contractors and W-2 technicians
• Negotiate fair and competitive rates that protect company margin while ensuring provider engagement
• Monitor job progress and adjust staffing assignments when issues, delays, or escalations arise
• Support Project Managers, TAC, and Operations teams by ensuring the correct technician is dispatched the first time
• Help reduce rework, late arrivals, cancellations, and customer escalations caused by staffing issues
• Source, vet, screen, and onboard prospective Field Service Providers for break/fix and project work
• Analyze provider qualifications, certifications, technical capabilities, and work history for assignment alignment
• Prioritize and manage rapidly changing staffing requirements across multiple work orders simultaneously
• Expand and strengthen the provider network through sourcing initiatives, postmortem reviews, and provider performance evaluations
• Collaborate cross-functionally with internal teams to support customer service goals and operational execution
• Maintain accurate staffing documentation, updates, and communication within workforce management systems
• Communicate proactively with Field Service Providers and internal teams to ensure alignment and service readiness
• Develop an understanding of current and emerging technologies, field service roles, and industry tools related to technical service delivery

Successful Characteristics

• Strong relationship-building skills with a high degree of responsiveness, professionalism, honesty, and integrity
• Strong negotiation and problem-solving abilities
• Ability to adapt quickly in a fast-paced, changing operational environment
• Energetic and team-oriented mindset with strong accountability
• Strong analytical and multitasking abilities
• Able to work cross-functionally with multiple departments and stakeholders
• Strong organizational and time management skills
• Excellent written and verbal communication skills
• Customer-focused mindset with strong operational discipline
• To exercise sound judgment while balancing quality, speed, and cost considerations
• Proven ability to achieve individual performance goals while contributing to overall team success
• Proficiency in Microsoft Office applications including Outlook, Excel, and Word
• Ability to type while actively communicating with clients or providers using hands-free communication tools

Performance Measurements

• First Time Resolution Rate: Percentage of jobs completed successfully on the first site visit without requiring re-dispatch or escalation.
• Average Time to Staff: Measures the time from work order creation to successful technician assignment while meeting customer and operational SLA expectations.
• Cost Variance at Staffing: Ability to control staffing costs and avoid unnecessary margin erosion through effective negotiation and provider selection.
• Field Engineer Cancellation Rate: Measures provider cancellation percentages on staffed work orders to ensure staffing reliability and execution consistency.
• Abandonment Rate: Measures the percentage of work orders that go unstaffed or are abandoned due to staffing execution failures.
• Missed SLA Performance: Tracks provider late arrivals, missed check-ins, and other SLA-related staffing failures.
• Staffing Productivity Metrics: Measures ticket staffing volume, responsiveness, and overall staffing efficiency based on operational expectations.
• Positive Customer Feedback: Recognition and tracking of providers assigned to work orders that result in positive customer feedback and successful service outcomes.

Required Qualifications

• Associate degree, technical certification, or equivalent field service and staffing experience required
• Basic understanding of networking, low voltage systems, point-of-sale systems, telephony, PCs, printers, and audio/visual technologies preferred
• Experience working in staffing, dispatch, field service coordination, or technical operations environments preferred
• Strong organizational, communication, and multitasking skills
• Ability to work effectively in high-volume, deadline-driven environments
• Proficiency with Microsoft Office Suite and workforce management platforms

Preferred Qualifications

• Experience supporting national field service or technical operations organizations
• Familiarity with contractor platforms such as WorkMarket and Field Nation
• Experience with staffing SLAs, provider management, and escalation handling
• Understanding of technical field service workflows and customer service operations