Field Operations Coordinator - Customer Success

Anova - Coimbra

The Field Operations Coordinator is part of our customer success team and ensures that top-notch field support is provided across the region and service portfolio to our customers. Besides driving customer experience and satisfaction, a key part of the role is to efficiently manage a field force either directly or through a third-party company delivering against contractual commitments.

On this role you will manage, train and develop third party teams that will be providing either installation or maintenance services to a large number of IoT devices spread all over the world following the footprint of our customers and act as the primary point of contact for them.

It is expected a customer driven attitude, the capability to motivate, coach and develop a team, along with organization skills and the willingness to step up for challenges.

Core Responsibilities

  • Deliver additional value to customers based on the service portfolio (Field Operations & HaaS)
  • Coordinate, train and manage field operations and maintenance third party teams
  • Ensure that all services provided are robust and adequately resourced
  • Proactively identify and schedule customer site visits for proactive maintenance purposes
  • Schedule field installations on an optimized manner and on the shortest possible time
  • Ensure that customers are always kept up to date with status of their schedules
  • Evaluate quality of the services provided and supplier performance
  • Provide where applicable remote troubleshooting support to third party providers
  • Follow up with all involved teams to ensure successful outcomes on the service to be provided
  • Manage shortages, cancellations, returns and end of life of products
  • Take ownership on escalated customer issues to resolve within agreed SLA’s
  • Follow standard operating procedures and processes to provide efficient services
  • Adopts processes and best practices on customer communications
  • Uses continuous improvement principles to drive positive change on processes & tools
  • Makes sure that customer requests are followed up within agreed SLA’s
  • Ensures that KPI’s contractually agreed are tracked and achieved
  • Provide training and technical insights to the teams and customers where applicable
  • Other Duties as assigned

Core Skills & Competencies

  • Customer oriented, used to go the extra mile to provide successful outcomes to customers
  • Good understanding of computer systems, mobile devices and other tech products
  • Ability to troubleshoot and diagnose technical Issues.
  • Knowledge of electronic circuits and electronic theory would be an advantage
  • Methodical, highly organized with the ability to prioritize
  • Able to lead and inspire Field Operations teams
  • Excellent communication skills with a "can do" attitude.
  • Data driven, proactive, creative and innovative.
  • Experient in delivering B2B Field Services to a demanding customer base
  • Dynamic, proactive and capable of handling several tasks simultaneously
  • Strong team player, capable of cooperating across teams and regions
  • Fluent in English

Beneficial Knowledge

  • BS degree in information technology, computer science or relevant field
  • Familiar with P&L management
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