Job Title

Position: Senior Field CoordinatorLocation: MohaliCareer Website:- SummaryThis role is responsible for managing end-to-end field operations across the assigned APAC region, ensuring effective coordination, technician engagement, and service delivery excellence. The position plays a critical role in maintaining SLA adherence, optimizing engineer utilization, and acting as the primary bridge between field engineers, GSC, PMs, and support functions. Key ResponsibilitiesLead regional coordination and ensure timely engineer coverage and on-site arrival for all assigned ticketsManage onboarding, training, utilization tracking, and performance monitoring of field engineersEnsure accurate dispatch alignment in coordination with GSC and other stakeholdersAct as first-level escalation point and ensure timely resolution to maintain service qualityMonitor FFA tool and ensure all tickets are actively tracked and closed within SLAValidate L1 EUC activities including OS installation, imaging, driver updates, and basic hardware troubleshootingSupport L1 network troubleshooting including LAN connectivity, patching, IP configuration, and switch port validationOversee physical server activities such as racking, cabling, power checks, and basic health validationCoordinate Wi-Fi/AP installations including mounting, cabling, and initial connectivity checksEnsure technical readiness before dispatch (scope clarity, tools, prerequisites)Review FET closures for quality, completeness, and compliance (photos, remarks, validations)Identify recurring operational/technical issues and drive improvements in SOPs and trainingMaintain strong communication with TA, Finance, PMs, and SDMs for smooth operations and resource planning Required Skills Technical Skills:Ensure field engineers perform L1 EUC activities such as OS installation, imaging/re-imaging, driver updates, and basic hardware troubleshootingValidate and support basic network troubleshooting including LAN connectivity, patching, IP configuration, and switch port checksOversee physical server handling activities like racking/unracking, cabling, power connectivity, and basic health status validationCoordinate and ensure proper execution of Wi-Fi/AP installations, including mounting, cabling, and initial connectivity checksVerify technical readiness before dispatch, ensuring engineers understand scope, tools, and prerequisites for EUC, Network, Server, or Wi-Fi tasksAct as L1 technical reviewer, validating ticket updates, closure quality, and correctness before escalating to L2/L3 teamsMonitor and ensure accurate FET closures, including proper documentation, photos, validation steps, and remarksIdentify and highlight recurring technical issues, driving improvements in SOPs, documentation, and trainingDrive L1 technical capability development, ensuring engineers are trained on standard field activities and troubleshooting stepsEnforce quality, compliance, and SOP adherence across all field operations to maintain consistent service delivery standardsStrong data handling and reporting skills (Excel, PowerPoint) Functional Skills:Strong coordination and stakeholder managementExcellent communication and problem-solving abilitiesAbility to manage escalations and work under pressureHigh ownership and accountabilityLead regional coordination and manage field engineers effectivelyOversee onboarding, training, utilization, and performance trackingEnsure timely dispatch alignment in coordination with GSCManage escalations and maintain service delivery qualityCollaborate with TA, Finance, and FSMs for smooth operations Tools / Systems / Technical KnowledgeFFA Tool (Field Force Automation)ServiceNow / Ticketing ToolsMicrosoft Excel, PowerPointBasic networking and hardware tools understanding Decision-Making AuthorityAbility to assign and manage engineer deployment within regionPrioritize tickets based on urgency and SLA impactTake decisions on L1 issue handling and escalation to L2/L3Manage day-to-day operational adjustments to ensure delivery continuity Problem-Solving ComplexityModerate to high complexityRequires handling real-time operational issues, resource constraints, and escalationsInvolves decision-making under pressure with limited information Stakeholder Management / InfluenceInternal: GSC, TA, FSM, PMs, SDMs, FinanceExternal: Field Engineers / TechniciansRequires strong cross-functional coordination and influencing skillsNon-client facing but critical for customer delivery success Education Certification RequirementsGraduate (Mandatory)Preferred: Technical background (IT / Computer Science / Networking) Experience RequirementsOverall 2+ years of relevant experience in Field Operations / CoordinationMinimum 6 months experience within AVASO preferredExposure to technician management, dispatch coordination, and ticket handling