Field Coordinator

Job Summary: The Field Coordinator is responsible for managing the lifecycle of service tickets, ensuring they are handled efficiently and effectively from receipt to completion. This role involves analyzing incoming tickets, assigning them to appropriate field engineers, providing necessary technical support, and ensuring compliance with service timelines and policies.

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.

Education & Qualifications:

• Degree: BSc / HND in Computer Engineering or Telecommunications
• Skills: Strong communication skills, both written and verbal
• Attributes: Independent problem solver with strong team orientation
• Decision Making: Capable of making solid, fact-based decisions under pressure
• Environment: Ability to work in a high-pressure technical environment
• Experience: Technical experience in telecommunication field operations
• Technical Knowledge: Technical background or experience in RF, WLAN, and LAN.
• Certifications: Cisco Certified Network Associate (CCNA) is a plus

Work Environment:

• Office-based

Interaction with field engineers, technical staff, and other departments