Field Service Operations Specialist
PlayOn! Sports
full-time
Posted on:
Location Type: Hybrid
Location: Chamblee • United States
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About the role
- Own full execution of all service visit types to all schools within an assigned region.
- Evaluate opportunities for preventative maintenance and improved technician routing by proactively reviewing system health and partnering with colleagues in Support, Advanced Client Operations (ACO), and Customer Success (CS).
- Coordinate service visits remotely with internal and third-party field service technicians to ensure technicians are onsite with correct equipment for all visits.
- Work with school contacts in assigned region to coordinate and schedule all service visits and create a positive customer experience for the school throughout the process.
- Coordinate with third-party lift companies to order, schedule, and call off lifts for venues that require a one; all of this should be done on time to ensure PlayOn does not accrue costs for unused lift time.
- Manage both Salesforce cases and work orders in a timely manner to ensure there is not a large backlog so that wait times for schools and technicians are minimal.
- Actively create, manage, and resolve large volumes of service visits and work orders to ensure timely completion and quality work by service technicians.
- Manage calendar of all planned service visits to ensure acceptable service levels to onsite technicians.
- Serve as the primary point of contact for the field service technician while they are on-site at a school - providing background on the issues and expertise on the Pixellot system.
- Provide troubleshooting support and assistance to the field service technician while they are on-site, assisting in diagnosing and resolving technical issues remotely.
- Maintain up-to-date records including, but not limited to, work order details, results, and communications with schools and technicians, using Salesforce and other internal systems.
- Update data records within Salesforce as needed based on new information provided by school or technician (e.g. school contact information)
- When spare parts are needed for a specified service visit, ensure the technician is adequately stocked, and if not, order parts through supply chain team.
Requirements
- Strong technical background, with experience in Salesforce, broadcast equipment, and field service operations.
- Ability to quickly learn new technologies, problem-solve, and troubleshoot both technical and non-technical issues and deliver effective solutions.
- Excellent communication and interpersonal skills, with the ability to effectively interact with team members, school administrators, Field Service Technicians, and third-party vendors in an accurate and timely manner.
- Exceptional interpersonal skills, with a strong ability to build powerful relationships with our customers and technicians.
- Impeccably organized with the ability to manage multiple priorities, deadlines, and moving parts in a fast-paced environment.
- Comfortable with change and shifts, as school and technician schedules change and shift.
Benefits
- Multiple medical insurance plans to choose from
- Dental, vision life and disability insurance
- Employee Emergency Fund
- Company equity (stock options)
- Open PTO policy
- 401K plan with company match
- Hybrid/flexible work environment
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Salesforcebroadcast equipmentfield service operationstroubleshootingproblem-solvingservice visit managementwork order managementpreventative maintenancetechnical supportdata record management
Soft Skills
communication skillsinterpersonal skillsorganizational skillsrelationship buildingtime managementadaptabilitycustomer serviceteam collaborationmulti-taskingattention to detail