现场协调经理
Field Coordination Manager
AssetWatch通过提供无与伦比的设备状态监测体验，为全球制造商提供制造停机时间的保障，我们对客户所关注的资产充满热情。我们是一个专注且有能力的团队，包括世界知名的工程师和杰出的商业领袖，他们有着共同的目标——打造预测性维护的未来。在我们进入快速发展的新阶段时，我们正在寻找能够带领这一进程的人才。
AssetWatch通过提供无与伦比的设备状态监测体验，为全球制造商提供制造停机时间的保障，我们对客户所关注的资产充满热情。我们是一个专注且有能力的团队，包括世界知名的工程师和杰出的商业领袖，他们有着共同的目标。
我们发展迅速，正在寻找一名**现场协调经理**来领导我们的实时现场支持和升级功能。该职位负责确保现场运营的无缝执行，通过快速解决问题、支持现场团队并保护客户体验。
**你是什么样的人：**
你在快节奏、高压的环境中茁壮成长，每天都不相同
你反应迅速，并以快速有效地解决问题为荣
你 deeply 以客户为中心，将每个问题视为提供卓越服务的机会
你能够清晰、紧迫且富有同理心地沟通
你是一个天生的问题解决者，能够临场应变
你因支持他人和消除成功障碍而充满活力
你能够轻松进入任何情况并承担责任
你是一位强有力的领导者，能够在动态环境中指导和培养团队
**职责：**
负责所有实时现场支持和升级管理
作为紧急排期冲突和现场问题的主要联系人
快速解决技术人员可用性、客户升级和排期中断等问题
与排期团队协调，根据需要调整计划，同时最小化影响
在实时操作期间充当现场团队、客户和内部利益相关者之间的桥梁
在出现问题时确保所有利益相关者之间清晰及时的沟通
监控并改进现场相关问题的解决时间
为现场技术人员提供资源、信息和协调需求的支持
识别重复出现的问题，并与排期团队合作推动长期解决方案
领导、指导和发展团队
查看英文原文
AssetWatch serves global manufacturers by powering manufacturing uptime through the delivery of an unparalleled condition monitoring experience, with a passion to care about the assets our customers care for every day. We are a devoted and capable team that includes world-renowned engineers and distinguished business leaders united by a common goal – To build the future of predictive maintenance. As we enter the next phase of rapid growth, we are seeking people to help lead the journey.
AssetWatch powers manufacturing uptime by delivering an unparalleled condition monitoring experience, with a passion to care about the assets our customers care for every day. We are a devoted and capable team that includes world-renowned engineers and distinguished business leaders united by a common goal.
We are growing FAST and seeking a **Field Coordination Manager** to lead our real-time field support and escalation function. This role is responsible for ensuring seamless execution of field operations by rapidly resolving issues, supporting field teams, and protecting the customer experience.
**WHO YOU ARE:**
You thrive in fast-paced, high-pressure environments where no two days are the same
You are highly responsive and take pride in solving problems quickly and effectively
You are deeply customer-focused and see every issue as an opportunity to deliver excellence
You communicate with clarity, urgency, and empathy
You are a natural problem solver who can think on your feet
You are energized by supporting others and removing obstacles to success
You are comfortable jumping into any situation and taking ownership
You are a strong leader who can coach and develop a team in a dynamic environment
**RESPONSIBILITIES:**
Own all real-time field support and escalation management
Act as the primary point of contact for urgent scheduling conflicts and field issues
Rapidly resolve issues such as technician availability, customer escalations, and schedule disruptions
Coordinate with Scheduling to adjust plans as needed while minimizing impact
Serve as the bridge between field teams, customers, and internal stakeholders during live operations
Ensure clear and timely communication across all stakeholders during issues
Monitor and improve time-to-resolution for field-related issues
Support field technicians with resources, information, and coordination needs
Identify recurring issues and partner with Scheduling to drive long-term solutions
Lead, coach, and develop a team focused on high-quality support execution
Maintain strong relationships with customers and internal teams
Support system and process improvements that enhance field visibility and responsiveness
**EDUCATION AND EXPERIENCE**
2+ years of experience in customer support, field operations, or coordination roles
Experience managing high-volume support environments
Experience leading or coaching teams
Strong communication and problem-solving skills
Experience with CRM and support tools (Salesforce preferred)
**DESIRED SKILLS AND ATTRIBUTES**
Excellent communication and interpersonal skills
Ability to remain calm and effective under pressure
Strong prioritization and decision-making abilities
Empathy and customer-first mindset
Highly adaptable and responsive
Strong collaboration skills across teams
**KPI OWNERSHIP:**
- Time-to-resolution
- Customer experience / CSAT
- Field morale
- Escalation resolution effectiveness
The base salary range for this full-time position is posted below, plus equity and benefits. Variable pay, bonuses, and other cash compensation will be discussed throughout the interview process.
The salary range was determined by role, level, and location. Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range applicable to your location during the hiring process.
AssetWatch Salary Range (US)
$90,000—$110,000 USD
**What We Offer:**
AssetWatch is a remote-first company that puts people at the center of everything we do. We want our team members to thrive - that’s why we offer a range of benefits and perks designed to support your well-being, growth, and work-life balance.
- Competitive compensation package including stock options
- Flexible work schedule
- Comprehensive benefits including retirement plan match
- Opportunity to make a real impact every day
- Work with a dynamic and growing team
- Unlimited PTO
We have a distributed team that works remotely across locations in the United States and Ontario, Canada. Collaboration within core working hours is required.