Coordinator

Job Title- Field Service CoordinatorLocation- MohaliWe'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 CoordinationCoordinate daily field operations to ensure timely ticket execution and SLA complianceMonitor technician availability and support efficient engineer allocationFollow up on open tickets, pending activities, and customer commitmentsSupport daily operational reviews and provide status updates to managementTechnician Coordination & Workforce ManagementMaintain regular communication with Field Technicians (FTs) and CIC engineersMonitor technician utilization and identify workload or coverage gapsCoordinate technician onboarding, induction, and operational readinessTrack technician availability, leaves, holidays, and shift coverageEnsure engineers have required tools, access, certifications, and customer-specific compliance before deploymentOperational Governance & ComplianceEnsure adherence to customer SOPs, operational processes, and company policiesMaintain technician records — certifications, BGV status, skill matrix, tool inventory, mandatory complianceMonitor FFA compliance, ticket documentation quality, and operational accuracySupport internal audits and compliance reportingTransition & Onboarding SupportSupport customer transition activities from planning through BAU handoverCoordinate technician readiness for new customer onboardingTrack transition milestones, ensuring all prerequisites are completed before Go-LiveSupport successful handover from Transition to BAU OperationsEscalation Management & Cross-Functional CoordinationAct as first point of contact for technician-related issuesCoordinate with Regional Managers, Service Desk, Talent Acquisition, HR, and Procurement to resolve operational issuesTrack escalations and ensure timely closureMaintain regular communication between engineers and internal stakeholdersReporting & DocumentationPrepare daily, weekly, and monthly operational reportsTrack technician utilization, ticket allocation, SLA performance, and workforce capacityMaintain operational dashboards and management reportsContinuous ImprovementIdentify operational gaps and recommend process improvementsSupport automation and reporting initiativesDrive continuous improvement in utilization, compliance, and service qualitySkills & ToolsStrong understanding of Field Service Operations and Service DeliveryExperience with workforce planning and technician coordinationKnowledge of FFA, ServiceNow, and ticket lifecycle managementAdvanced Excel and PowerPoint skills for reporting and dashboardsTools: FFA, ServiceNow/Ticketing Tools, MS Excel, PowerPoint, Teams, OutlookExcellent coordination, communication, and stakeholder management skillsStrong organizational skills and ability to work under pressureEducationGraduate (Mandatory)Preferred: Degree/Diploma in IT, Computer Science, Business Administration, or related fieldITIL Foundation certification is a plusExperience3–6 years in Field Operations, Service Delivery Coordination, Workforce Management, or Technical OperationsExperience in technician coordination, onboarding, and utilization managementExposure to Field Service Management/ticketing environments preferredExperience with geographically distributed teams is an advantage