Field Service Coordinator

Job Title: Field Service Coordinator

Location: Remote (Preference for candidates near Heathrow, Florida)

Duration:~4 months (Potential extension)

Job Description:

Cohesity is seeking a Field Service Coordinator to manage and execute global field service events. The ideal candidate will work cross-functionally with internal teams, field personnel, and customers to ensure seamless service delivery and adherence to SLA timelines. This role requires strong coordination, problem-solving, and customer service skills in a fast-paced technology environment.

Key Responsibilities:

• Coordinate field service events globally, including resources and spare parts, from initiation to resolution.
• Monitor CRM tools to manage case workflows and ensure accurate documentation of field events.
• Ensure compliance with Cohesity s service management and delivery standards.
• Interact professionally with internal stakeholders, clients, vendors, and field engineers.
• Monitor and manage escalations related to customer data storage appliances.
• Contribute to global service improvement initiatives and specific operational projects.
• Act as a subject matter expert for field service processes and handle internal/external inquiries.
• Analyze current systems and recommend improvements to enhance field operations.
• Drive accuracy in appliance install base data through continuous engagement.
• Oversee the RMA process for hardware part replacements outside standard break-fix scenarios.

Key Skills & Competencies:

• Customer Service Excellence Ability to handle inquiries and issues with professionalism and urgency.
• CRM Proficiency Experience with CRM systems for managing service tickets and workflow tracking.
• Coordination & Time Management Able to manage multiple events simultaneously and meet SLA targets.
• Communication Strong English communication skills (verbal and written); Spanish/Portuguese a plus.
• Technical Aptitude Basic understanding of hardware products and IT infrastructure.
• Analytical Thinking Ability to resolve issues, recommend solutions, and drive process improvement.
• Team Collaboration Comfortable working in a multicultural, global team environment.

Education & Experience:

• Preferred: Bachelor s degree in Business Administration, Operations, IT, or related fields.
• Accepted: Associate degree or equivalent work experience in field service coordination, customer support, or technical operations.
• Technical Training: Familiarity with service delivery processes and CRM tools is essential.

Performance Metrics:

• SLA compliance as per company benchmarks.
• Customer satisfaction scores and resolution effectiveness.
• Accuracy of administrative and field data records.