Field Operations Support Specialist

2 weeks ago

San Francisco, United States Flock Group Full time

**Field Operations Support Specialist**

at Flock Safety San Francisco, CA While safety is a serious business, we are a supportive team that is optimizing the remote first experience to create strong and fun relationships even when we are physically apart **.** Our flock of hard-working employees thrive in a positive and inclusive environment, where a bias towards action is rewarded. Flock Safety is headquartered in Atlanta and operates nationwide. We have raised approximately $400M in venture capital including a recent Series E round by Tiger Global. Now surpassing a $3.5B valuation, Flock is scaling quickly and seeking the best and brightest to help us meet our goal of eliminating crime in the United States by 25% in the next three years. **Eliminate Crime. Build Community.**

*** Fully remote position- west coast preferred***

Flock Safety provides the first public safety operating system that empowers private communities and law enforcement to work together to eliminate crime. We are committed to protecting human privacy and mitigating bias in policing with the development of best-in-class technology rooted in ethical design, which unites civilians and public servants in pursuit of a safer, more equitable society.

Our Safety-as-a-Service approach includes affordable devices powered by LTE and solar that can be installed anywhere. Our technology detects and captures objective details, decodes evidence in real-time and delivers investigative leads into the hands of those who matter.

**About the Opportunity:**

Our Field Operations Support Specialists (FOSS) play a critical role in ensuring three core business needs are met: preparation, scheduling, and communication. Preparation of all work received and identified, the timely scheduling of all field activities, and swift and thorough communication with our business partners. This role is the key link between all of our internal teams, and ensures we are able to meet our deployment plans.

**How You Will Take Flight With Flock**

**Preparation**

* Receive and create work orders to visit customer locations to install and maintain cameras

* Review deployment plans for accuracy and equipment needs

* Review trouble signals from cameras to determine is maintenance is needed

* Ensure all WO's have description guiding field service technician activities and outcomes

**Scheduling**

* Ensure installation and maintenance of Flock equipment proceeds as quickly as possible once the installation plan is completed and approved.

* Learn and leverage local knowledge of covered territories to optimize route sequence and reduce drive time

* Schedule maintenance jobs using Field Nation and SalesForce Field Service Lightning

* Analyze local inventory levels and track shipments to ensure necessary equipment arrives before the work is scheduled

**Communication**

* Update notes following visits to help the customer service team speak with clients

* Regularly update cross functional partners on scheduling changes and project plans

* Respond to and manage escalations within the covered service territories

**Additionally, our FOSS role will**:

* Attend regular project sync meetings

* Review and analyze dashboards to track and improve performance trends

* Submit CALL811 tickets to ensure were clear to dig for installations as needed

* Resolve issues for technicians via phone and text support

* Make recommendations when additional resources may be needed to hit project deadlines

**About You**

* Prior experience with project management, scheduling/dispatch, and/or phone support

* Previous experience in technician support, customer service, or other related fields

* Ability to oversee multiple installation and maintenance jobs remotely each day

* Strong troubleshooting and critical thinking skills

* Strong communication skills via phone and text/email support

* Ability to manage several maintenance and/or installation jobs occurring at the same time.

* Highly organized, able to quickly diagnose issues with cameras in the field and schedule maintenance technicians

* Positive and professional demeanor

When you join the Flock, you are joining a diverse team of passionate, ambitious, intelligent people who are inspired by building tools that reduce crime without human bias. Youll have the opportunity to grow your career at a fast-paced, high-growth, mission-driven startup with benefits including:

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