Field Service Coordinator

Field Service Coordinator

Based in Atlanta, GA, EyeQ Monitoring provides industry-leading security and business intelligence solutions to a variety of business sectors throughout the United States. We're looking for a Field Service Coordinator to join our Operations team and help keep service work moving from start to finish. You'll coordinate with technicians, contractors, customers, and internal teams to make sure jobs are properly planned, scheduled, communicated, and completed. This role is a great fit for someone who enjoys working with people, staying organized, and solving problems as they come up. You'll help keep everyone on the same page, make sure technicians have what they need, and keep service work on track.

Any new team members we bring on have to live and breathe our core values, just like we do.

We Value Trusted Partnerships

We believe in transparent, reliable, and growing relationships with our team and customers and turn away people and businesses that don't fit.

We Build To Last

We focus on long-term solutions and spend the time necessary to ensure our work is done right the first time.

We Take The Hill

We embrace challenging work, pursue innovation, and solve problems others avoid. We value ownership, transparency, and people we trust to tackle difficult problems together.

We Enjoy The Journey

We take our customer needs but not ourselves seriously. Our work is a part of our life we want to enjoy unapologetically. We are proud of the mission we are entrusted with and the team we get to serve with every day.

What You'll Be Doing

Service Coordination & Scheduling

• Schedule service work based on priority, client needs, defined SLAs, and existing service schedules
• Dispatch internal technicians and external contractors for service work
• Verify site readiness before dispatch, including access details, equipment availability, scope clarity, and scheduling accuracy
• Provide technicians with clear expectations and detailed scopes of work
• Coordinate changes to scope, schedules, or resources during active service work
• Track technician and contractor labor to ensure work remains within the defined scope of work

Service Execution & Follow-Through

• Ensure technicians follow proper check-in and check-out procedures
• Conduct close-out verification calls with technicians and support teams to confirm work has been completed
• Maintain service tickets with accurate notes, timestamps, and status updates
• Identify delays, access issues, missed appointments, and potential SLA risks and escalate appropriately
• Work with the Field Service Manager regarding service scope, costs, and invoicing readiness

Customer & Team Communication

• Communicate service windows, technician arrival expectations, and day-of updates to clients
• Handle inbound and outbound calls
• Respond to email inquiries professionally and promptly
• Communicate with customers, technicians, contractors, and internal teams by phone, email, and in person
• Maintain clear communication when service plans, schedules, or resources change

Invoicing & Administrative Support

• Ensure service invoices are sent promptly following completed service work
• Assist with Field Service Management and Accounts Receivable collections related to service invoices
• Assist with process and procedural documentation
• Perform additional duties as assigned

Requirements

What We're Looking For

• High school diploma or equivalent
• Experience working in a customer-facing, fast-paced environment
• Proficiency with Microsoft applications
• Strong verbal and written communication skills
• Ability to communicate effectively with internal partners and external clients
• Solutions-oriented approach to problem-solving
• Strong attention to detail and consistent follow-through
• Ability to remain professional and positive when working with challenging partners or clients
• Ability to work in-office Monday through Friday

Preferred Qualifications

• Previous field service coordination or scheduling experience
• Experience with security technology and industry terminology

Soft Skills That Make You Stand Out

• Highly organized and detail-oriented
• Strong communicator
• Comfortable managing multiple priorities
• Proactive problem solver
• Customer-focused
• Calm when plans change
• Strong follow-through and accountability
• Comfortable coordinating across multiple teams and stakeholders