Remote Service Coordinator
Formic • perímetro urbano medellín, Colombia
Role Description
About the role
As a Remote Service Coordinator, you will play a critical role in supporting the day‑to‑day execution of our Field Service organization. You will manage service scheduling, monitor customer site needs, triage inbound communications, and ensure the right technician is deployed at the right time.
In this role you will
- Answer inbound calls from customers and partners with professionalism and urgency.
- Gather key context to determine whether the request requires technical support, service dispatch, or escalation.
- Route calls to the correct Field Service Engineer or internal team based on region, expertise, and availability.
- Log call details and follow‑up items in ticketing, Slack, email, and CRM systems.
- Maintain and adjust the live Field Service schedule to reflect real‑time changes and shifting priorities.
- Monitor incoming emails, alerts, and customer updates to identify risks and acti...