Job Title- Field Service Coordinator

Location- Mohali

We're looking for a Field Coordinator to drive day-to-day field operations across our assigned region — ensuring technician readiness, workforce utilization, operational compliance, and seamless service delivery. You'll be the primary operational point of contact for Field Technicians (FTs) and CIC resources, working closely with Regional Managers, Service Desk, Talent Acquisition, and other internal stakeholders to keep SLAs on track and customers supported.

Key Responsibilities-

Field Operations Coordination

- Coordinate daily field operations to ensure timely ticket execution and SLA compliance
- Monitor technician availability and support efficient engineer allocation
- Follow up on open tickets, pending activities, and customer commitments
- Support daily operational reviews and provide status updates to management

Technician Coordination & Workforce Management

- Maintain regular communication with Field Technicians (FTs) and CIC engineers
- Monitor technician utilization and identify workload or coverage gaps
- Coordinate technician onboarding, induction, and operational readiness
- Track technician availability, leaves, holidays, and shift coverage
- Ensure engineers have required tools, access, certifications, and customer-specific compliance before deployment

Operational Governance & Compliance

- Ensure adherence to customer SOPs, operational processes, and company policies
- Maintain technician records — certifications, BGV status, skill matrix, tool inventory, mandatory compliance
- Monitor FFA compliance, ticket documentation quality, and operational accuracy
- Support internal audits and compliance reporting

Transition & Onboarding Support

- Support customer transition activities from planning through BAU handover
- Coordinate technician readiness for new customer onboarding
- Track transition milestones,



ensuring all prerequisites are completed before Go-Live
- Support successful handover from Transition to BAU Operations

Escalation Management & Cross-Functional Coordination

- Act as first point of contact for technician-related issues
- Coordinate with Regional Managers, Service Desk, Talent Acquisition, HR, and Procurement to resolve operational issues
- Track escalations and ensure timely closure
- Maintain regular communication between engineers and internal stakeholders

Reporting & Documentation

- Prepare daily, weekly, and monthly operational reports
- Track technician utilization, ticket allocation, SLA performance, and workforce capacity
- Maintain operational dashboards and management reports

Continuous Improvement

- Identify operational gaps and recommend process improvements
- Support automation and reporting initiatives
- Drive continuous improvement in utilization, compliance, and service quality

Skills & Tools

- Strong understanding of Field Service Operations and Service Delivery
- Experience with workforce planning and technician coordination
- Knowledge of FFA, ServiceNow, and ticket lifecycle management
- Advanced Excel and PowerPoint skills for reporting and dashboards
- Tools: FFA, ServiceNow/Ticketing Tools, MS Excel, PowerPoint, Teams, Outlook
- Excellent coordination, communication, and stakeholder management skills
- Solid organizational skills and ability to work under pressure

Education

- Graduate (Mandatory)
- Preferred: Degree/Diploma in IT, Computer Science, Business Administration, or related field
- ITIL Foundation certification is a plus

Experience

- 3–6 years in Field Operations, Service Delivery Coordination, Workforce Management, or Technical Operations
- Experience in technician coordination, onboarding, and utilization management
- Exposure to Field Service Management/ticketing environments preferred
- Experience with geographically distributed teams is an advantage

📌 Coordinator (Sahibzada Ajit Singh Nagar)
🏢 AVASO Technology Solutions
📍 Sahibzada Ajit Singh Nagar