Field Service Operations Specialist
7 days ago
Job Overview
We are seeking a skilled Field Service Operations Specialist to join our team. As a key member of our implementation process, you will be responsible for ensuring seamless service resource operations and delivering exceptional customer experiences.
About the Role
This is an exciting opportunity to work with our customer-centric organization, where we prioritize building strong relationships with our customers. Your primary focus will be on coordinating new customer cases, booking implementation dates, and providing timely administrative support in our CRM system.
Your Key Responsibilities
- Process new customer cases efficiently and book implementation dates according to their needs.
- Ensure all administrative functions and processes related to service resources are accurately maintained in our CRM.
- Deliver top-notch customer communication, responding promptly to their inquiries and resolving issues effectively.
- Work towards achieving 100% billable utilization of service resources while escalating any service disruptions to your local Implementation Manager.
- Collaborate closely with internal stakeholders to ensure customer needs are met, including Professional Services, Operations, and Sales teams.
- Drive customers to schedule training and consultation time to prevent implementation stalls and review unscheduled time periodically to avoid missed opportunities.
- Prioritize global resource bandwidth needs and contribute to maintaining agile systems and processes through collaboration with the Implementation Coordinator Team Lead.
What We're Looking For
To succeed in this role, you'll need to be a motivated self-starter with excellent time management skills, driven by KPIs and targets. Analytical and problem-solving skills are essential, along with sales coordination or scheduling experience – ideally in software adoption processes and trade industries.
Culture Matters
Our culture is built around four core values: We Are One Team, We Are Customer Centric, We Are Growth Minded, and We Celebrate Success. While relevant experience is valuable, it's secondary to your determination, attitude, and compatibility with our culture.
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