Field Coordinator - Operations at Cobranet Limited

Position Summary

The Field Coordinator is responsible for managing the lifecycle of service tickets, ensuring they are handled efficiently and effectively from receipt to completion. This role involves analyzing incoming tickets, assigning them to appropriate field engineers, providing necessary technical support, and ensuring compliance with service timelines and policies.

Key Responsibilities

Receive, Analyze, and Assign Tickets

• Monitor and receive incoming service tickets through the Customer Care Management (CCM) system
• Acknowledge receipt of tickets and ensure the intent of the ticket is well understood
• Review the details of each ticket to understand the issue, urgency, and required expertise
• Categorize and prioritize tickets based on established criteria
• Identify the appropriate field engineer for each ticket based on their skillset, location, and current workload
• Assign tickets to the selected field engineer and communicate assignment details

Follow Up with Engineers

• Maintain regular communication with field engineers to monitor progress of assigned tickets
• Ensure engineers adhere to the expected time of arrival (ETA) and service completion timelines
• Address any issues or delays that may arise during the service process

Provide Technical Support

• Offer technical guidance and support to field engineers as needed to resolve issues efficiently
• Serve as a point of escalation for complex or unresolved technical problems

Receive Reports and Update Records

• Collect detailed reports from field engineers upon completion of each service ticket
• Review reports to ensure accuracy, completeness, and adherence to company policies
• Enter report details and additional notes into the ticketing system
• Update the status of each ticket to reflect current progress and completion
• Send reports to concerned parties as required