Key Responsibilities and Required Skills for Field Operations Coordinator

🎯 Role Definition

The Field Operations Coordinator is the critical link between our office, our clients, and our skilled teams in the field. You will act as the command center for all field activities, responsible for the masterful scheduling, dispatching, and logistical support of our field personnel. This role demands a proactive problem-solver who can manage complex schedules, communicate effectively under pressure, and ensure that our field teams have the resources and information they need to succeed. By optimizing routes, managing equipment, and providing real-time support, you will play a direct role in enhancing our service delivery, improving customer satisfaction, and driving overall operational excellence.

📈 Career Progression

Typical Career Path

Entry Point From:

Dispatcher
Administrative Assistant
Customer Service Representative
Project Coordinator

Advancement To:

Senior Field Operations Coordinator
Field Operations Manager
Logistics Manager
Regional Operations Lead

Lateral Moves:

Project Manager
Operations Analyst
Supply Chain Coordinator

Core Responsibilities

Primary Functions

Proactively manage and optimize the daily schedules and routes for a diverse team of field technicians to maximize efficiency and meet customer service level agreements (SLAs).
Act as the primary, real-time point of contact for field personnel, providing logistical support, answering queries, and conveying critical information from management and clients.
Intelligently dispatch field technicians to service calls, installations, or project sites based on skill set, location, and job priority.
Monitor the live status of all field jobs, tracking progress against schedules and proactively identifying potential delays or issues that require intervention.
Maintain impeccable data integrity within our Field Service Management (FSM) or CRM system, ensuring all work orders, customer notes, and job statuses are updated accurately and promptly.
Coordinate the end-to-end logistics of tools, equipment, and materials, ensuring teams are fully equipped for their assignments before they leave the office.
Handle inbound and outbound communication regarding service appointments, including scheduling, confirmation calls, and follow-ups with customers.
Triage and troubleshoot issues reported from the field, making decisive judgments to resolve operational, logistical, or minor technical challenges.
Prepare and distribute daily operational briefings, performance dashboards, and weekly summary reports to management on key metrics like job completion rates and resource utilization.
Review and process field-generated documentation, including service reports, digital forms, timesheets, and expense claims, ensuring accuracy and compliance.
Facilitate effective communication and collaboration between field teams, sales, customer support, and management to ensure a seamless service delivery experience.
Manage customer escalations with professionalism and a sense of urgency, coordinating the necessary resources to resolve issues to the client's satisfaction.

Secondary Functions

Support the Field Operations Manager in resource planning, capacity forecasting, and the development of strategies to improve operational workflows.
Assist in the onboarding and system training for new field technicians, ensuring they are proficient with company procedures and mobile software.
Monitor and manage inventory levels for essential parts and supplies, initiating procurement requests to prevent stockouts.
Ensure all field activities are executed in strict compliance with company policies and overarching health and safety (H&S) regulations.
Liaise with third-party vendors and subcontractors, coordinating their involvement in projects and ensuring they meet our service standards.
Contribute to the development and maintenance of a knowledge base and Standard Operating Procedures (SOPs) for field operations.
Manage the preventative maintenance and inspection schedules for the company’s vehicle fleet and specialized equipment.
Assist the finance department by providing accurate job data for quoting, billing, and invoicing processes.
Participate in project review meetings to provide operational insights and feedback for continuous improvement.
Coordinate complex travel and accommodation logistics for field staff assigned to out-of-town or multi-day projects.

Required Skills & Competencies

Hard Skills (Technical)

High proficiency in Microsoft Office Suite, particularly Excel, for data manipulation, reporting, and analysis.
Demonstrated experience with Field Service Management (FSM), ERP, or CRM software (e.g., Salesforce Field Service, ServiceTitan, NetSuite, Oracle).
Fast and accurate data entry and typing skills, crucial for maintaining real-time system updates.
Experience with scheduling and routing software (e.g., Google Maps, Waze integrations) to optimize field movements.
Ability to generate, read, and interpret operational reports and performance metrics.

Soft Skills

Exceptional organizational and time-management abilities, with a proven capacity to prioritize and manage multiple competing tasks in a fast-paced environment.
Superior verbal and written communication skills, enabling clear and concise interaction with technicians, customers, and internal leadership.
Strong critical thinking and problem-solving skills, with the ability to remain calm and make effective decisions under pressure.
Meticulous attention to detail to ensure accuracy in scheduling, data records, and customer communications.
A customer-first mindset with a strong commitment to delivering exceptional service and resolving issues effectively.
Adaptability and flexibility to navigate frequent changes in schedules, priorities, and operational demands.

Education & Experience

Educational Background

Minimum Education:

High School Diploma or GED equivalent.

Preferred Education:

Associate's or Bachelor's Degree.

Relevant Fields of Study:

Business Administration
Logistics & Supply Chain Management
Operations Management

Experience Requirements

Typical Experience Range: 2-5 years of experience in an operations, dispatch, coordination, or logistics-focused role.

Preferred: Direct experience as a Field Coordinator, Dispatcher, or Service Coordinator in a relevant industry such as telecommunications, construction, IT services, HVAC, or facilities management.