Field Coordination Manager

AssetWatch powers manufacturing uptime by delivering an unparalleled condition monitoring experience, with a passion to care about the assets our customers care for every day. We are a devoted and capable team that includes world-renowned engineers and distinguished business leaders united by a common goal. 

We are growing FAST and seeking a Field Coordination Manager to lead our real-time field support and escalation function. This role is responsible for ensuring seamless execution of field operations by rapidly resolving issues, supporting field teams, and protecting the customer experience. 

WHO YOU ARE: 

You thrive in fast-paced, high-pressure environments where no two days are the same 

You are highly responsive and take pride in solving problems quickly and effectively 

You are deeply customer-focused and see every issue as an opportunity to deliver excellence 

You communicate with clarity, urgency, and empathy 

You are a natural problem solver who can think on your feet 

You are energized by supporting others and removing obstacles to success 

You are comfortable jumping into any situation and taking ownership 

You are a strong leader who can coach and develop a team in a dynamic environment 

RESPONSIBILITIES: 

Own all real-time field support and escalation management 

Act as the primary point of contact for urgent scheduling conflicts and field issues 

Rapidly resolve issues such as technician availability, customer escalations, and schedule disruptions 

Coordinate with Scheduling to adjust plans as needed while minimizing impact 

Serve as the bridge between field teams, customers, and internal stakeholders during live operations 

Ensure clear and timely communication across all stakeholders during issues 

Monitor and improve time-to-resolution for field-related issues 

Support field technicians with resources, information, and coordination needs 

Identify recurring issues and partner with Scheduling to drive long-term solutions 

Lead, coach, and develop a team focused on high-quality support execution 

Maintain strong relationships with customers and internal teams 

Support system and process improvements that enhance field visibility and responsiveness 

EDUCATION AND EXPERIENCE 

2+ years of experience in customer support, field operations, or coordination roles 

Experience managing high-volume support environments 

Experience leading or coaching teams 

Strong communication and problem-solving skills 

Experience with CRM and support tools (Salesforce preferred) 

DESIRED SKILLS AND ATTRIBUTES 

Excellent communication and interpersonal skills 

Ability to remain calm and effective under pressure 

Strong prioritization and decision-making abilities 

Empathy and customer-first mindset 

Highly adaptable and responsive 

Strong collaboration skills across teams 

KPI OWNERSHIP: 

• Time-to-resolution  

• Customer experience / CSAT  

• Field morale  

• Escalation resolution effectiveness