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Field Operations Coordinator

2 months ago

Bay Springs, Mississippi, United States Telephone Electronics Full time


POSITION SUMMARY:

The primary objective of this role is to effectively prioritize and allocate service requests to the suitable field technicians. The individual in this position is tasked with documenting and managing customer data derived from operational records. The Field Operations Coordinator operates under established guidelines and receives direct supervision to carry out job responsibilities.

This role requires adherence to regulatory standards, company policies, and core values, ensuring a positive representation of both the individual and the organization.

Compliance with all standard operating procedures, safe work practices as outlined in the TEC Safety Handbook, and OSHA regulations is crucial to uphold the safety of all personnel.

KEY RESPONSIBILITIES:

The responsibilities outlined below are essential functions of the position, though additional tasks may be assigned as necessary by the organization.
  • Occasional travel for company-related duties using either a personal or company vehicle; a valid driver's license and sufficient insurance coverage for personal vehicles are mandatory.
  • Manage incoming technician inquiries regarding customer information, including service types and exchanges.
  • Process customer data from operational records and calculate necessary cable lengths for specialized circuits, as well as assess availability for digital subscriber lines (DSL) and Fiber services.
  • Engage with customers via phone to arrange technician dispatch for repairs or installations.
  • Support Care, Sales, and/or Marketing teams as needed to maintain accurate TEC system records concerning service availability and order tracking.
ADDITIONAL FUNCTIONS:
  • Participate in special projects as directed by management or other departments.
  • Communicate with various departments regarding project statuses, service availability, service order installations, and troubleshooting tickets.
  • Receive and process service orders for special circuits, hosted private branch exchanges (HPBX), and other local exchange carriers.
  • Compile and analyze historical data related to service orders and trouble tickets using internal software applications.
  • Coordinate with customers to schedule installation times.
  • Organize and manage internal timelines associated with service orders.
  • Maintain the drop and installation calendar to ensure alignment with internal timelines.
  • Engage in special projects as requested by management or other departments.
QUALIFICATIONS:

Education/Experience:

A high school diploma or GED is required.

Knowledge/Skills/Abilities:

Proficiency in using operational systems for word processing, spreadsheets, and presentations is advantageous. This position demands effective written and verbal communication skills, strong organizational abilities, and negotiation skills, along with the capacity to meet various deadlines. The candidate must be detail-oriented, capable of multitasking, and possess a background in problem-solving.

A minimum of one (1) year of experience in dispatch operations is preferred.