Field Service Coordinator

Job Description

Job Description

About Phiston
Phiston designs and manufactures high-security data destruction equipment: shredders, disintegrators and degaussers. Our customers include enterprises, data center operators and IT asset disposition (ITAD) providers around the world. We also maintain and repair our installed equipment at client sites worldwide.

The role
You'll coordinate every field service job from request to close-out. That means dispatching in-house and subcontracted technicians across North America, Europe, Asia-Pacific and the Middle East.

You'll also be the first technical voice customers hear. You'll walk them through basic troubleshooting and narrow down the likely fault. Then you'll make sure the right technician arrives with the right parts. This role reports to the Service Manager.

What you'll do

• Own the service case queue in NetSuite: open, update and close cases for preventive maintenance, repairs, remote support, RMAs and depot repairs.
• Handle first-line remote triage by phone and video:
• • Gather symptoms, error codes and photos.
  • Walk operators through basic checks.
  • Decide whether the issue needs remote support, a parts shipment or a technician on site.
• Schedule and dispatch technicians and subcontractors across time zones.
• Build and maintain the preventive maintenance calendar for installed units.
• Track customer purchase orders against scheduled work. Flag missing or exhausted POs before dispatch.
• Meet contractual response times, from acknowledging a request to confirming technician arrival.
• Collect technician reports, labor hours, completion dates and parts used. Hand Finance complete records ready for invoicing.
• Match subcontractor invoices to completed work.
• Coordinate spare parts, shipments and returns with production and logistics.
• Keep customers informed from request to completion, and escalate issues early.
• Report on open cases, case aging, response-time performance and vendor performance.

What you bring

• 3+ years in field service coordination, dispatch or service operations, ideally with industrial or electromechanical equipment.
• Solid mechanical or electromechanical aptitude. You're comfortable with motors, cutting assemblies, screens, vacuum and filtration systems, sensors and basic electrical concepts, even if you've never been a field technician.
• The ability to read technical manuals, parts diagrams and service reports, and to explain a fix clearly to a non-technical operator.
• Hands-on experience with an ERP or service-management system; NetSuite strongly preferred.
• Experience managing third-party service vendors, including international ones.
• Comfort with purchase orders, service contracts and basic billing workflows.
• The discipline to complete records correctly the first time.
• Clear written English and a professional manner with enterprise customers.
• Strong Excel skills.
• Flexibility for occasional early-morning or evening calls with international sites.

Nice to have

• A background as a field service, maintenance or bench technician, or a technical certificate (industrial maintenance, electromechanical, mechatronics).
• Data center, ITAD or data destruction industry experience.
• Experience in an SLA-driven service environment.
• A second language: Spanish, Japanese, Korean or Mandarin.

At Phiston Technologies, Inc., we believe in innovation, proactive product development, and secure destruction of data. We pride ourselves on being the leading physical data destruction company in the United States. Our clients include some of the top tech companies globally, such as Amazon, Facebook, and Salesforce.

Our products were engineered in response to the rapid growth of information technology and the inherent rise of data breaches across multiple industries. We deeply understand the standards that government and private entities must follow to protect sensitive information from data security breaches.

Our product line-up shows our continued commitment to ever-changing technology and data security demands. We have the only hassle-free automated crushing systems widely reviewed as a necessity in large organizations. Phiston carries a wide array of products from portable desktop destruction destroyers to enterprise-level data center destruction machines.

Company Description

At Phiston Technologies, Inc., we believe in innovation, proactive product development, and secure destruction of data. We pride ourselves on being the leading physical data destruction company in the United States. Our clients include some of the top tech companies globally, such as Amazon, Facebook, and Salesforce.\r\n\r\nOur products were engineered in response to the rapid growth of information technology and the inherent rise of data breaches across multiple industries. We deeply understand the standards that government and private entities must follow to protect sensitive information from data security breaches. \r\n\r\nOur product line-up shows our continued commitment to ever-changing technology and data security demands. We have the only hassle-free automated crushing systems widely reviewed as a necessity in large organizations. Phiston carries a wide array of products from portable desktop destruction destroyers to enterprise-level data center destruction machines.