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Key Responsibilities and Required Skills for Field Operations Support Assistant

💰 $ - $

OperationsField SupportLogisticsCustomer Service

🎯 Role Definition

The Field Operations Support Assistant provides on-the-ground operational support to field teams and site managers, ensuring efficient execution of projects, accurate documentation, and adherence to safety and service-level agreements. This role acts as the operational backbone that coordinates logistics, manages inventory, schedules field resources, processes work orders, and communicates status to internal and external stakeholders. Ideal candidates combine hands-on field experience, strong organizational skills, basic technical aptitude, and a customer-service mindset to keep field operations running smoothly.

Key SEO keywords included: field operations, site coordination, logistics support, inventory management, work order processing, field service administration, safety compliance, SLA monitoring.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Field Technician / Junior Field Technician
  • Operations Coordinator / Administrative Assistant (Operations)
  • Customer Service Representative with field-facing responsibilities

Advancement To:

  • Field Operations Coordinator / Senior Field Support Specialist
  • Field Operations Supervisor / Team Lead
  • Operations Manager or Logistics Manager

Lateral Moves:

  • Inventory Analyst
  • Dispatch Coordinator
  • Project Coordinator (Field Programs)

Core Responsibilities

Primary Functions

  • Coordinate daily field schedules and dispatch activities by receiving, prioritizing, and assigning work orders to field technicians, ensuring optimal coverage against SLA targets and geographic constraints.
  • Serve as the primary point of contact for field technicians and site managers to resolve operational issues, escalate service-impacting incidents, and communicate status updates to stakeholders in a timely manner.
  • Manage inventory for field operations including tracking stock levels, issuing parts and consumables, conducting cycle counts, and initiating replenishment orders to prevent stockouts at regional depots.
  • Prepare, validate, and close work orders in the field service management system, ensuring all required documentation, photos, test results, and customer signatures are captured and filed correctly.
  • Monitor field performance metrics and KPIs (e.g., first-time fix rate, response time, mean time to repair) and compile weekly reports to support continuous improvement initiatives.
  • Support route optimization and logistics planning by coordinating pickups, drop-offs, and third-party carrier interactions to reduce travel time and transportation costs.
  • Perform basic technical troubleshooting, assist technicians with diagnostic procedures, and coordinate remote support or vendor escalation for complex technical issues.
  • Maintain up-to-date site access records, permits, and authorization documentation, coordinating background checks or site-specific safety requirements where necessary.
  • Conduct pre- and post-visit quality checks including verification of equipment serial numbers, labeling, and installation details to maintain accurate asset records.
  • Facilitate onboarding and field orientation for new technicians by organizing equipment kits, updating knowledge resources, and coordinating shadowing opportunities with senior field staff.
  • Implement health, safety, and environmental (HSE) protocols in field operations by ensuring PPE distribution, site hazard reporting, and compliance with local regulatory requirements.
  • Coordinate with procurement and finance teams to process invoices, reconcile parts usage, and support cost tracking for field activities and emergency callouts.
  • Maintain and update GIS/maps, site lists, and contact directories to ensure field teams have current route and site information.
  • Schedule and coordinate preventive maintenance visits, ensuring adherence to maintenance calendars and preventive maintenance checklists to minimize downtime.
  • Support customer-facing communications by preparing appointment confirmations, escalation updates, and closure notices that clearly document scope of work and residual actions.
  • Assist in digital transformation efforts by piloting field tools, collecting user feedback, and supporting rollout of mobile apps, barcode scanning, or IoT asset tracking technologies.
  • Execute ad-hoc administrative duties such as filing permits, preparing operational briefs, and maintaining logs of equipment receipts and returns to support audit readiness.
  • Coordinate vendor and subcontractor activities including contract administration, site access coordination, and verification of work performed against scope and quality standards.
  • Investigate and document root cause for repeated site incidents, compiling incident reports and recommending corrective actions to reduce recurrence and improve service reliability.
  • Participate in daily or weekly operations meetings to review schedule adherence, backlog, risk items, and resource constraints, driving cross-functional alignment and issue resolution.
  • Support emergency response and outage activities by mobilizing resources, maintaining communication streams, and tracking restoration progress until normal operations resume.
  • Maintain accurate records in enterprise systems (CRM, FSM, ERP) and ensure data integrity for billing, compliance, and performance analytics.
  • Train and coach field staff on administrative best practices, reporting standards, and safety protocols to embed continuous improvement in operational routines.

Secondary Functions

  • Support ad-hoc data requests and exploratory data analysis.
  • Contribute to the organization's data strategy and roadmap.
  • Collaborate with business units to translate data needs into engineering requirements.
  • Participate in sprint planning and agile ceremonies within the data engineering team.

Required Skills & Competencies

Hard Skills (Technical)

  • Field service management (FSM) software: experience with systems such as ServiceNow, Salesforce Field Service, Oracle Field Service, or similar work order platforms.
  • Inventory and parts management: knowledge of cycle counting, stock reordering, kitting, and barcode/QR scanning workflows.
  • Basic technical troubleshooting: ability to read schematics, use basic diagnostic tools, and follow standard operating procedures for field repairs.
  • GIS and route planning tools: familiarity with mapping applications and route optimization platforms to plan efficient field visits.
  • Microsoft Office suite & Google Workspace: strong competence with Excel (VLOOKUP, pivot tables), Sheets, Word, and collaborative docs.
  • Mobile field apps and data capture: experience using mobile inspection apps, photo capture workflows, and offline data syncing.
  • CRM and ERP basics: understanding of customer records, billing implications, and system data hygiene practices.
  • Safety and compliance knowledge: awareness of PPE requirements, permit-to-work systems, and local regulatory compliance for field activities.
  • Data entry and documentation: rapid and accurate data entry, form completion, and record-keeping for audit trails.
  • Communication platforms: comfort with email ticketing systems, Slack/MS Teams, and voice communication protocols for distributed teams.

Soft Skills

  • Strong verbal and written communication with a customer-focused orientation for both internal teams and external site contacts.
  • Excellent organizational and time-management skills to juggle competing priorities and shifting schedules.
  • Problem-solving mindset with pragmatic troubleshooting and escalation judgment.
  • Attention to detail to ensure accurate records, compliant documentation, and clear handoffs between shifts or teams.
  • Team player who collaborates with technicians, supervisors, procurement, and vendors to achieve operational objectives.
  • Adaptability and resilience in fast-paced, field-driven environments and during emergency response scenarios.
  • Initiative and ownership to follow through on open tasks and drive issues to resolution.
  • Cultural sensitivity and professionalism when interacting with a wide variety of clients and site stakeholders.
  • Analytical thinking to spot trends in operational data and support process improvement recommendations.
  • Ability to mentor and train junior staff in operational best-practices and safety procedures.

Education & Experience

Educational Background

Minimum Education:

  • High school diploma or equivalent.

Preferred Education:

  • Associate degree or Bachelor's degree in Operations Management, Logistics, Supply Chain, Engineering Technology, Business Administration, or a related field.

Relevant Fields of Study:

  • Operations Management
  • Logistics & Supply Chain
  • Engineering Technology
  • Business Administration
  • Occupational Health & Safety

Experience Requirements

Typical Experience Range:

  • 1–3 years of field operations, dispatch, logistics support, or technician-adjacent administrative experience.

Preferred:

  • 2–5 years supporting field teams in utilities, telecom, construction, or service delivery organizations; experience with FSM systems and inventory control preferred.
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