Field Service Process Specialist

Job Description

The Field Service Process Specialist supports the daily execution of field service activities by managing schedules, dispatch, work orders, communication flows, and operational documentation. This role acts as the central hub between customers, field technicians, service managers, and internal teams to ensure efficient, timely, and high‑quality service delivery.

Responsibilities

• Organize and maintain technician schedules, assisting Field Managers with dispatching resources based on priority, skill set, and location.
• Monitor work orders from creation through completion, ensuring accurate documentation and timely updates.
• Support developing processes & templates to maintain records of work performed including dispatch logs, service orders, repair orders, and other documents related to field service work done.
• Track service requests, preventive maintenance schedules, and emergency response activities.
• Update and maintain CRMs and online data bases such as Salesforce and Jotforms with work performed, inventories, and service requests
• Coordinate directly with customers to schedule appointments, answer questions, and provide information about services offered.
• Coordinate logistics such as parts shipments, site access, permits, and equipment availability.
• Maintain service records, reports, and dashboards to support operational visibility.
• Assist in process creation, implementation, and adoption.
• Assist with invoicing, purchase orders, and contract compliance documentation.
• Support onboarding and training logistics for new technicians.
• Ensure adherence to safety protocols and company policies across field operations.
• Demonstrate a culture of safety, quality and customer service through words and action.
• Exhibit integrity, leadership, self-control, cooperation, stress tolerance, persistence, adaptability, flexibility, independence, and initiative to high standards.
• Participate in the development, implementation & continuous improvement of departmental policies, procedures, workflows, and tools.
• Collaborate on special projects and company-wide initiatives as requested.

Education and Experience

• Associates degree or equivalent experience required.
• Minimum of 5 years' experience.

Travel

• Local Travel
• Overnight/North America: Less than 10%

Working Conditions

• Office Environment - Must be able to remain in a stationary position 50% of the time and occasionally move about inside the office to access file cabinets, office machinery, etc. Required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading. May be required to exert up to 25 pounds of force occasionally to lift, carry, push, pull or otherwise move objects, including the human body.
• Customer/Partner Locations - Employee may visit customer or partner locations that may be comprised of office, manufacturing floor, laboratory environments and construction sites depending on the location and reason for visit.