Position Summary

• The Field Coordinator is responsible for managing the lifecycle of service tickets, ensuring they are handled efficiently and effectively from receipt to completion.
• This role involves analyzing incoming tickets, assigning them to appropriate field engineers, providing necessary technical support, and ensuring compliance with service timelines and policies.

Job Description / Key Responsibilities
Receive / Analyze / Assign Tickets:

• Monitor and receive incoming service tickets through the Customer Care Management (CCM) system.
• Acknowledge receipt of tickets and ensure the intent of the ticket is well understood.
• Review the details of each ticket to understand the issue, urgency, and required expertise.
• Categorize and prioritize tickets based on established criteria.
• Identify the appropriate field engineer for each ticket based on their skillset, location, and current workload.
• Assign tickets to the selected field engineer and communicate assignment details.

Follow Up with Engineers:

• Maintain regular communication with field engineers to monitor the progress of assigned tickets.
• Ensure engineers adhere to the expected time of arrival (ETA) and service completion timelines.
• Address any issues or delays that may arise during the service process.

Provide Technical Support:

• Offer technical guidance and support to field engineers as needed to resolve issues efficiently.
• Serve as a point of escalation for complex or unresolved technical problems.

Receive Reports from Engineers:

• Collect detailed reports from field engineers upon the completion of each service ticket.
• Review reports to ensure accuracy, completeness, and adherence to company policies.

Update Tickets:

• Enter report details and any additional notes into the ticketing system.
• Update the status of each ticket to reflect current progress and completion.

Send Reports to Concerned Department:

• Distribute completed and verified reports to the relevant departments or stakeholders.
• Ensure timely and accurate communication of service outcomes.

Work Environment:

• Office-based
• Interaction with field engineers, technical staff, and other departments.

Education and Qualifications

• Degree: BSc / HND in Computer Engineering or Telecommunications
• Skills: Strong communication skills, both written and verbal
• Attributes: Independent problem solver with strong team orientation
• Decision Making: Capable of making solid, fact-based decisions under pressure
• Environment: Ability to work in a high-pressure technical environment
• Experience: Technical experience in telecommunication field operations
• Technical Knowledge: Technical background or experience in RF, WLAN, and LAN.
• Certifications: Cisco Certified Network Associate (CCNA) is a plus.