Hybrid Field Service Operations Specialist

at PlayOn! Sports

• Job title: Field Service Operations Specialist
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Chamblee, United States

About the role

• Field Service Operations Specialist coordinating technical support and service visits for PlayOn's high school event solutions platform. Ensuring exceptional customer experience through effective communication and organized service management.

Responsibilities

• Own full execution of all service visit types to all schools within an assigned region.
• Evaluate opportunities for preventative maintenance and improved technician routing by proactively reviewing system health and partnering with colleagues in Support, Advanced Client Operations (ACO), and Customer Success (CS).
• Coordinate service visits remotely with internal and third-party field service technicians to ensure technicians are onsite with correct equipment for all visits.
• Work with school contacts in assigned region to coordinate and schedule all service visits and create a positive customer experience for the school throughout the process.
• Coordinate with third-party lift companies to order, schedule, and call off lifts for venues that require a one; all of this should be done on time to ensure PlayOn does not accrue costs for unused lift time.
• Manage both Salesforce cases and work orders in a timely manner to ensure there is not a large backlog so that wait times for schools and technicians are minimal.
• Actively create, manage, and resolve large volumes of service visits and work orders to ensure timely completion and quality work by service technicians.
• Manage calendar of all planned service visits to ensure acceptable service levels to onsite technicians.
• Serve as the primary point of contact for the field service technician while they are on-site at a school - providing background on the issues and expertise on the Pixellot system.
• Provide troubleshooting support and assistance to the field service technician while they are on-site, assisting in diagnosing and resolving technical issues remotely.
• Maintain up-to-date records including, but not limited to, work order details, results, and communications with schools and technicians, using Salesforce and other internal systems.
• Update data records within Salesforce as needed based on new information provided by school or technician (e.g. school contact information)
• When spare parts are needed for a specified service visit, ensure the technician is adequately stocked, and if not, order parts through supply chain team.

Requirements

• Strong technical background, with experience in Salesforce, broadcast equipment, and field service operations.
• Ability to quickly learn new technologies, problem-solve, and troubleshoot both technical and non-technical issues and deliver effective solutions.
• Excellent communication and interpersonal skills, with the ability to effectively interact with team members, school administrators, Field Service Technicians, and third-party vendors in an accurate and timely manner.
• Exceptional interpersonal skills, with a strong ability to build powerful relationships with our customers and technicians.
• Impeccably organized with the ability to manage multiple priorities, deadlines, and moving parts in a fast-paced environment.
• Comfortable with change and shifts, as school and technician schedules change and shift.

Benefits

• Multiple medical insurance plans to choose from
• Dental, vision life and disability insurance
• Employee Emergency Fund
• Company equity (stock options)
• Open PTO policy
• 401K plan with company match
• Hybrid/flexible work environment