Field Service Coordinator

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Field Service Coordinator

Overview:

Location: Heathrow, Florida (Office-Based)
10 Month Assignment
Fully Remote (US Only); 10:30am – 5pm EST; Rotating Weekend Shifts & Holidays

Key Responsibilities:

Working as part of a global multicultural team this role is based at the Heathrow, Florida office.
Manage global field service events in coordination with cross-functional internal and external team to drive quality case handling.
Coordinating field-based personnel and spare parts from the point that a new requirement is raised through to conclusion within defined SLA’s and according to company processes.
Monitor CRM tool to track new cases and maintain detailed administrative records of field events’ workflow.
Ensuring that assigned Cohesity and field resources are adhering to proper service management and service delivery processes and practices.
Ability to interact with customers, vendors, and clients in a professional; articulate well in English (other languages such as Spanish and Portuguese would be advantageous)
Monitoring, identifying and responding to events affecting customer data storage appliances and services, and manage field-based escalations, ensuring a satisfactory conclusion is achieved.
Contribute to global continuous service improvement programs taking on specific projects where required.
Maintain good knowledge of the company, hardware products and processes.
Become a subject matter expert on Cohesity field-based activities in order to respond to internal and external queries.
Contribute to the development of systems and procedures by analysing operating practices, evaluating personnel and technological requirements, and implementing changes.
Maintain rapport with customers, managers, and colleagues.
Help to drive Cohesity appliances install base data accuracy for customers by identifying and correcting discrepancies throughout customer engagements.
Supports the resolution of customer complaints by determining the cause of the problem expediting correction or adjustment and following up to ensure resolution.
Manage the RMA process for replacement of defective replacement hardware parts in the field outside of the normal break-fix activities.

Measurement:

Customer Satisfaction
SLA achievement as reported by the business
Personal Key Performance Indicators
Departmental Key Performance Indicators

Skills:

Customer Service Excellence - Ability to professionally interact with customers, vendors, and clients, ensuring their needs are met and issues are resolved promptly.
Organizational and Time Management Skills - Effectively manage multiple field service events, coordinate resources, and meet deadlines within defined SLAs.
Problem-Solving and Critical Thinking - Quickly identify issues, analyze potential solutions, and implement corrective actions to resolve escalations and customer complaints.
Communication Skills - Strong verbal and written communication in English (with Spanish/Portuguese as a plus) to articulate information clearly to customers, vendors, and internal teams.
Technical Knowledge and Attention to Detail - Familiarity with hardware products, CRM tools, and service management processes, with a sharp focus on accuracy and detail in administrative tasks.
Collaboration and Teamwork - Ability to work effectively in a global, multicultural team environment, contributing to continuous improvement initiatives and supporting cross-functional teams.
Education: Bachelor’s Degree (Preferred) - A degree in a relevant field such as Business Administration, Operations Management, Supply Chain Management, or Information Technology would be advantageous.
Associate Degree or Equivalent Experience (Accepted) - An Associate Degree in a related field combined with relevant work experience in service coordination, customer support, or technical operations may also be considered.
Technical Knowledge - Familiarity with CRM tools, hardware systems, and service delivery processes is essential. Formal training or coursework in these areas would be a plus.

Pay Rate:

$30-40/hr (W2-Non Exempt)