Shared Services Field Operations Coordinator

## About the Role The Field Operations Coordinator plays a pivotal role in ensuring the successful execution of field operations by providing critical technical support, maintaining high-quality standards, and offering administrative assistance. This role is integral to the company's mission of launching and advocating new products and brands into the market. As a part-time remote position, it offers flexibility and the opportunity to work with a dynamic team.

Day-to-day, the Field Operations Coordinator will be interacting with field representatives, addressing their technical queries, and ensuring that all field tasks are completed to the highest standard. This involves conducting thorough checkout procedures, reviewing video recordings of fieldwork, and escalating any complex issues to the appropriate level of support. The coordinator will also be responsible for assisting field representatives with system access, troubleshooting, and locating job instructions, highlighting the need for strong communication and problem-solving skills.

The role is part of a larger team focused on outsourced sales and marketing, and the coordinator will work closely with various stakeholders to ensure seamless operations. Given the remote nature of the work, the ability to work independently and manage time effectively is crucial. The company values flexibility, adaptability, and a proactive approach to problem-solving, making this an exciting opportunity for those who thrive in fast-paced, dynamic environments.

## What You Will Do - Provide technical support to field representatives via phone, email, and remote access to resolve issues promptly and efficiently.

• Conduct thorough checkout procedures to verify the completion of field tasks and identify potential issues before they escalate.
• Capture and review video recordings of fieldwork to ensure that all operations meet the company's quality standards.
• Escalate complex technical or procedural issues to the level 2 support team for resolution, ensuring that all problems are addressed in a timely manner.
• Assist field representatives with system access, troubleshooting, and locating job instructions to minimize downtime and maximize productivity.
• Audit survey photos to assess the accuracy of job completion and escalate any discrepancies found, maintaining the integrity of the company's operations.
• Perform various administrative tasks, including data entry, report generation, and correspondence, to support the smooth running of field operations.
• Continuously seek opportunities to improve processes and enhance operational efficiency, contributing to the company's commitment to excellence.
• Demonstrate excellent problem-solving, communication, and time-management skills, setting a high standard for the team.
• Collaborate with other departments as necessary to ensure alignment and support of company goals and objectives.

## What We Are Looking For - Excellent client-facing and internal communication skills, with the ability to communicate effectively with field representatives and other stakeholders.

• Excellent written and verbal communication skills, for clear and concise reporting and interaction with the team.
• Strong organizational skills, including attention to detail and multi-tasking abilities, to manage multiple tasks and priorities.
• Proficiency in Microsoft Office Suite, particularly Excel, for data analysis and reporting.
• Strong problem-solving and analytical skills, to address technical issues and improve processes.
• Ability to work independently and as part of a team, with a flexible and adaptable approach to changing priorities and workflows.
• Call center or customer service experience is preferred, but not required, as the company values transferable skills and a willingness to learn.
• High-speed internet and a quiet, dedicated work environment at home, to ensure reliable and focused work.

## Nice to Have - Experience in a similar field operations or technical support role, bringing valuable insights and best practices to the position.

• Certification in IT service management or a related field, demonstrating a commitment to professional development and excellence.
• Knowledge of sales and marketing principles, to understand the broader context of the company's operations and goals.
• Experience with remote access tools and software, for efficient technical support and troubleshooting.
• A degree in a related field such as business administration, IT, or communications, providing a solid foundation for the role.

## Benefits and Perks - Competitive hourly pay, reflecting the company's appreciation for skilled and dedicated professionals.

• The opportunity to work remotely, offering flexibility and work-life balance.
• Scholarship opportunities for employees and their direct family members, supporting ongoing learning and development.
• An Employee Assistance Program, providing support for mental health and well-being.
• A Leadership Development Program, aimed at nurturing future leaders within the company.
• Special pricing for multiple clients, a unique benefit reflecting the company's commitment to its employees' financial well-being.
• Paid holidays and a comprehensive benefits package, recognizing the importance of rest and recovery.

- Ensure your Excel skills are highlighted in your resume and cover letter, as proficiency in Microsoft Office Suite is a key requirement for this role.

• Showcase any experience you have in technical support, customer service, or field operations, as these are highly valued by the company.
• Be prepared to discuss your problem-solving and analytical skills, providing specific examples from your past experience.
• Familiarize yourself with remote access tools and software, as this will be an essential part of your role.
• Research the company culture and values, demonstrating your understanding and alignment with 2020 Companies' mission and vision during the interview process.
• Prepare questions to ask during the interview, such as what a typical day looks like, opportunities for growth, and how success is measured in the role.
• Consider creating a dedicated home office space to ensure a quiet and distraction-free environment, improving your chances of success in a remote role.