IT Field Operations Coordinator

Division: Field Operations Division (FOD)

Reports To: FOD Director

FLSA Status: Non-Exempt

Position Summary

The Field Operations Coordinator (FOC) is responsible for the coordination, assignment, and oversight of field technician resources supporting Essintial Enterprise Solutions' maintenance and project installation scopes. Operating within the Field Operations Division, the FOC serves as the central link between Project Management, FSO Administration, the Tech Support Organization (TSO), and the field technician workforce.

FOCs ensure that qualified, compliant technicians are assigned to every work order — on time, properly documented, and accountable to Essintial's quality and performance standards. The role requires strong organizational skills, clear communication, platform proficiency, and the ability to manage competing priorities in a fast-paced, multi-client environment.

Core Responsibilities

• Assign and schedule qualified field technicians to maintenance work orders and project-based deployments
• Monitor technician check-in, on-site timeliness, and work order progression in real time
• Manage technician compliance including certifications, background checks, and onboarding status
• Track work order completion; follow up on incomplete, failed, or at-risk assignments
• Evaluate and score technician performance per work order, project, or maintenance scope
• Communicate with PMO Project Managers and FSO Administrators regarding resource needs, scheduling conflicts, and coverage gaps
• Receive and triage field issues from Tech Support; resolve minor issues independently and escalate major or critical issues to FOD leadership or FSO
• Coordinate reassignments and escalations when a technician no-shows, is removed, or cannot complete a job
• Determine reschedule disposition on jobs that cannot be completed due to scope issues, site access, or other factors, in coordination with relevant departments
• Source and assign qualified technicians from available resource pools based on project and maintenance scope requirements
• Maintain accurate records and activity logs across all assigned platforms and dashboards

Systems & Platforms

Familiarity with the following platforms is preferred; full training will be provided as needed:

Five9

Informer

Salesforce

Mapping / Routing Dashboards

SharePoint

Microsoft Office Suite

Microsoft Teams

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