Remote Service Coordinator
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Responsibilities
• Answer inbound calls from customers and partners with professionalism and urgency • Gather key context to determine whether the request requires technical support, service dispatch, or escalation • Route calls to the correct Field Service Engineer or internal team based on region, expertise, and availability • Log call details and follow-up items in ticketing, Slack, email, and CRM systems • Maintain and adjust the live Field Service schedule to reflect real-time changes and shifting priorities • Monitor incoming emails, alerts, and customer updates to identify risks and action items • Track travel plans, site access windows, and technician availability to prevent gaps or overlaps • Escalate urgent issues early when leadership visibility is required • Prepare and facilitate daily service huddles with clear visibility into upcoming work, coverage needs, and open issues • Support shift transitions and weekend/on-call handoffs by capturing and documenting key updates • Escalate site delays, resourcing gaps, and repeat issues as needed • Maintain documentation and standard work related to scheduling, call handling, and service workflows • Partner with service leadership to improve tools, processes, and operational clarity • Use Slack, MaintainX, Salesforce, and internal systems to support day-to-day execution • Track technician utilization, site coverage, and system downtime • Identify trends in call types, repeat issues, and areas where better routing or documentation would help reduce friction • What makes you a great fit: • 3-5 years of experience in service coordination, customer support, technical scheduling, or dispatch operations • Experience supporting field service teams in automation, robotics, manufacturing, or industrial environments • Comfort operating across multiple systems and communication channels simultaneously • Fast, clear communicator with a calm and professional phone presence • Advanced English proficiency (CEFR C1 or higher) required to confidently manage live customer calls and technical conversations
Benefits
• Formic’s pay and equity packages are thoughtfully benchmarked against peer companies at a similar growth stage within each local market. Equity represents a meaningful part of our mutual investment: when Formic succeeds, so do you. • Final offers are customized based on experience, geographic location, and local market considerations, along with a candidate’s preferred balance of cash and equity. Our goal is to attract and reward top talent who will have significant impact, and we are open to thoughtful discussions to align on the right structure. • What we look for: • What we look for: • We’re building this company from the ground up, and every person we hire has an outsized impact on our culture, performance, and trajectory. While each team member brings unique strengths and perspectives, we look for people who align with our Operating Principles and embody them in action. If this sounds like you, Formic may be the right place for you! • Fearless Optimism: You make bold bets and default optimistic. You believe in the mission, aren’t paralyzed by risk, and fear inaction more than failure. You see ambiguity as opportunity and bring energy to building what doesn’t yet exist. • Fearless Optimism: • Create the Magic: You absorb complexity so customers don’t have to. Whether your customer is external or internal, you focus on delivering experiences that are clear, fast, value-added, and outcome-driven. You don’t say “not my job.” You make things work. • Create the Magic: • Today, Not Tomorrow: You have a bias to action. You close the loop. You take extreme ownership. You understand that speed compounds, and you don’t confuse activity with results. • Today, Not Tomorrow: • Seek Truth: You think from first principles. You value data over ego and strong opinions loosely held. You’re willing to challenge assumptions, including your own, in pursuit of the best answer. • Seek Truth: • Made of Rubber: You are resolute and adaptable. When things break or priorities shift, you rebound stronger. You treat setbacks as learning moments and move forward with grit. • Made of Rubber: • One Formic: You operate without silos. You practice radical helpfulness, document clearly, and make clean handoffs. You assume positive intent and prioritize team success over individual credit. • One Formic: • Equal Opportunity Employment: