Technician Management

Task Management

• Own and maintain the task management system, making sure every task is created, assigned, scheduled, and tracked through to completion
• Keep task records current and accurate, including stages, deadlines, notes, and assigned personnel
• Monitor open, pending, and overdue tasks and take corrective action to keep work on schedule
• Verify that completed work is properly documented before tasks are closed
• Maintain clear linkage between tasks and their related helpdesk tickets, projects, and customer accounts

Ticket and Issue Awareness

• Review incoming helpdesk tickets and customer issues to understand scope, urgency, and required resources
• Work with support engineers to determine when a ticket requires an on-site or remote dispatch
• Convert escalated tickets into actionable tasks with complete technical and site information
• Track recurring issues and repeat visits, and escalate systemic problems to management

New Service Installation Visits

• Schedule site surveys, installation, and activation visits for new services in coordination with the Order Coordinator
• Arrange site access with customers, building management, and third-party providers, including access to equipment rooms, MPOE, and telecom closets
• Confirm visit dates, arrival windows, access requirements, and on-site contacts with customers before each visit
• Keep the Order Coordinator informed of visit outcomes, rescheduling, and any access issues that affect delivery

Technician Management and Scheduling

• Assign work to technicians based on skill set, certification, geographic location, workload, and availability
• Prepare and maintain daily and weekly schedules for field and remote technicians
• Balance workloads across the technical team and use resources efficiently
• Give technicians complete pre-dispatch information, including site history, equipment requirements, access instructions, and on-site contacts
• Provide real-time coordination and support to field personnel during working hours
• Monitor technician performance on timeliness, completion rates, and documentation quality

SLA Compliance and Prioritization

• Prioritize tasks according to SLA commitments, business impact, and customer criticality
• Monitor SLA timelines and escalate proactively when commitments are at risk
• Adjust schedules and resources in response to outages, emergencies, and changing priorities
• Make sure high-priority and service-affecting issues get immediate attention and appropriate resources

Customer Communication

• Serve as the primary point of contact for customers on visit scheduling, site access, and service visit status
• Respond to customer inquiries by telephone and email promptly and professionally
• Notify customers proactively of appointment confirmations, arrival windows, schedule changes, and next steps

Reporting and Continuous Improvement

• Produce regular reports on task volume, SLA performance, technician utilization, and visit completion
• Identify operational bottlenecks and scheduling inefficiencies
• Recommend and implement improvements to dispatch procedures, workflows, and use of the system

Qualifications

Required

• Professional fluency in written and spoken English
• Availability to work 7:00 AM – 4:00 PM US Pacific Time, Monday to Friday
• A reliable high-speed internet connection and a quiet, professional home workspace
• Two to four years of experience in dispatch, service coordination, field service management, or a related operational role
• Demonstrated experience managing tasks, work orders, or tickets in an ERP, CRM, or field service management system
• Solid understanding of SLA-driven environments and task prioritization
• Experience coordinating or directing the work of technical or field personnel
• Exceptional organizational skills and attention to detail
• Ability to manage multiple competing priorities in a fast-paced environment
• Strong interpersonal and professional communication skills
• A proactive, accountable approach to follow-up and task ownership
• Ability to work independently and stay productive in a remote environment

Preferred

• Hands-on experience with project, field service, and helpdesk management systems
• Experience scheduling installation and service visits in the telecommunications, internet service provider, or managed services industry
• Working knowledge of technical concepts such as VoIP, fiber and internet circuits, routers, and networking
• Previous experience supporting US-based customers or working remotely for a US company
• Proficiency with Microsoft 365, including Outlook, Excel, and Teams