Serve as first point of contact for service requests, create accurate tickets, schedule and dispatch technicians and subcontractors, maintain field schedule visibility, communicate updates, escalate urgent issues, and support reporting and resource planning to ensure timely, well-coordinated client service.
Role Summary
The Field Resource & Ticket Intake Coordinator serves as the first point of contact for incoming service requests and the central coordination point for field service activity. This role answers client calls in real time, gathers the information needed to understand the request, creates accurate and complete service tickets, and ensures each request is routed appropriately.
The coordinator schedules and dispatches internal field technicians and approved subcontractors based on technical skill set, location, availability, urgency, and client impact. This role maintains visibility into the field schedule, communicates changes and expectations, and helps ensure resources arrive prepared with the information needed to complete the work successfully.
The primary goal of this position is to create a consistent, responsive, and well-coordinated client experience from the moment a service request is received through its assignment and scheduling.
Key Responsibilities
Ticket Intake & Client Communication
- Answer incoming client service calls promptly and professionally and create accurate tickets within the company ticketing platform.
- Ask appropriate questions to understand the issue, affected users or locations, business impact, urgency, and scheduling requirements.
- Ensure tickets contain clear descriptions, client contact information, location details, urgency, impact, availability, and all information required for assignment.
- Set clear expectations with clients regarding next steps, scheduling, and follow-up.
- Escalate urgent, high-impact, or sensitive requests to the appropriate service leader.
- Schedule and dispatch internal field technicians based on skill set, location, availability, urgency, and client needs.
- Provide assigned technicians with complete ticket details, client expectations, site requirements, and relevant documentation.
- Monitor and adjust the field schedule throughout the day as priorities, delays, cancellations, or emergencies arise.
- Confirm appointments and communicate scheduling updates with clients and assigned resources.
- Maintain visibility into unassigned, unscheduled, delayed, or at-risk field requests and escalate capacity concerns to the Field Service Manager.
- Coordinate approved subcontractors for specialized, out-of-area, or overflow field service needs.
- Confirm availability, qualifications, service coverage, scheduling, and job requirements before assignment.
- Provide subcontractors with the complete scope of work, site details, client contacts, expectations, and required documentation.
- Track job acceptance, arrival, progress, completion, and any outstanding follow-up.
- Ensure subcontractor time, notes, documentation, and completion details are recorded in the appropriate service ticket.
- Escalate performance, communication, scheduling, or service quality concerns to the Field Service Manager.
- Review field service tickets for completeness before assignment.
- Maintain accurate ticket statuses, assignments, schedules, notes, and client communications within the ticketing platform.
- Follow up on tickets that remain unassigned, unscheduled, delayed, or missing required information.
- Identify requests that may require additional technical review, project scoping, parts, approvals, or escalation before dispatch.
- Support the Field Service Manager with schedule visibility, resource planning, and identification of recurring coordination issues.
- Assist with reporting related to field scheduling, ticket volume, response times, subcontractor usage, and resource availability.
- Follow established service department procedures, escalation paths, and client communication standards.
The Resource Coordinator plays a critical role in shaping the client experience.
- Create a professional and reassuring first impression for clients.
- Demonstrate urgency without sacrificing accuracy.
- Maintain ownership of requests until they are properly assigned and scheduled.
- Communicate proactively rather than waiting for the client to request an update.
- Avoid overpromising and provide realistic expectations.
- Recognize when a request requires immediate escalation.
- Ensure internal technicians and subcontractors receive the information needed to arrive prepared.
- Treat every scheduling and dispatch decision as part of the overall client experience
Skills, Knowledge & Expertise
- Strong client service and telephone communication skills.
- Ability to gather information quickly and ask effective follow-up questions.
- Strong organizational, scheduling, and prioritization abilities.
- Ability to coordinate multiple technicians, subcontractors, locations, and priorities simultaneously.
- Strong attention to detail and commitment to accurate ticket documentation.
- Ability to remain calm and professional when handling urgent requests, scheduling conflicts, or frustrated clients.
- Sound judgment when determining urgency, impact, resource fit, and escalation needs.
- Ability to communicate clearly with clients, technicians, subcontractors, managers, and other departments.
- Ability to adapt quickly as schedules and service priorities change.
- Proficiency in using a ticketing platform and other scheduling or communication tools.
- Ability to maintain confidentiality and handle client and company information appropriately.
- High School Diploma or equivalent required.
- Previous experience in dispatch, scheduling, service coordination, client support, administrative support, or a related position preferred.
- Experience working in a managed services, telecommunications, construction, field service, or technical support environment preferred.
- Previous experience coordinating subcontractors or geographically dispersed field resources preferred.
- Experience using a ticketing, dispatch, scheduling, CRM, or service management platform preferred.
- Accuracy and completeness of newly created tickets.
- Speed of answering, documenting, and routing incoming service requests.
- Timeliness of field scheduling and dispatch.
- Reduction in unassigned, unscheduled, or delayed field tickets.
- Accuracy of technician and subcontractor assignments.
- Quality and consistency of client communication.
- Schedule accuracy and efficient use of field resources.
- Timely escalation of urgent requests and scheduling concerns.
- Completeness of subcontractor documentation and follow-up.
- Client satisfaction with the intake and scheduling experience.
- Ability to remain seated and work at a computer for extended periods.
- Ability to communicate by telephone, email, messaging platforms, and ticketing systems throughout the workday.
- Ability to manage frequent interruptions and shifting priorities in a fast-paced service environment.
- Regular and reliable attendance is required.
- Occasional schedule flexibility may be required based on field service needs
Job Benefits
- Competitive Base Salary
- Medical, Dental, and Vision Insurance
- 401(k) with Company Match
- Paid Time Off (PTO)
- Paid Holidays
- Employer-Paid Life Insurance
- Professional Development & Training Opportunities
- Career Growth Opportunities
- Employee Recognition & Engagement Programs
- Collaborative and Culture-Focused Work Environment
About
We specialize in delivering innovative solutions and exceptional services to meet the diverse needs of our clients. With a strong commitment to quality and customer satisfaction, we strive to exceed expectations and drive success in every project we undertake.
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