Field Coordinator

Key Responsibilities:

Receive/Analyze/Assign Tickets:

· Monitor and receive incoming service tickets through the Customer Care Management (CCM) system.

· Acknowledge receipt of tickets and ensure the intent of the ticket is well understood.

· Review the details of each ticket to understand the issue, urgency, and required expertise.

· Categorize and prioritize tickets based on established criteria.

· Identify the appropriate field engineer for each ticket based on their skillset, location, and current workload.

· Assign tickets to the selected field engineer and communicate assignment details.

Follow Up with Engineers:

· Maintain regular communication with field engineers to monitor the progress of assigned tickets.

· Ensure engineers adhere to the expected time of arrival (ETA) and service completion timelines.

· Address any issues or delays that may arise during the service process.

Provide Technical Support:

· Offer technical guidance and support to field engineers as needed to resolve issues efficiently.

· Serve as a point of escalation for complex or unresolved technical problems.

Receive Reports from Engineers:

· Collect detailed reports from field engineers upon the completion of each service ticket.

· Review reports to ensure accuracy, completeness, and adherence to company policies.

Update Tickets:

· Enter report details and any additional notes into the ticketing system.

· Update the status of each ticket to reflect current progress and completion.

Send Reports to Concerned Department:

· Distribute completed and verified reports to the relevant departments or stakeholders.

· Ensure timely and accurate communication of service outcomes.