About Command|Link
Command|Link is a global SaaS Platform providing network, voice services, and IT security solutions, helping corporations consolidate their core infrastructure into a single vendor and layering on a proprietary single pane of glass platform. Command|Link has revolutionized the IT industry by tackling the problems our competitors create. In recognition for our unprecedented innovation and dedication, Command|Link was recognized as the SD-WAN Product of the Year, ITSM Visionary Spotlight, UCaaS Product of the Year, NaaS Product of the Year, Supplier of the Year, and the AT&T Strategic Growth Partner. Command|Link has built the only IT platform for scale that solves ISP vendor sprawl and IT headaches. We make it easy for our customers to get more done, maximize uptime and improve the bottom line.
Learn more about us here!
About your new role:
As a Field Services Project Coordinator, you will be responsible for the day management of our 3rd party field technicians including job control, changes, and scheduling for field-related dispatches as requested by our Service Delivery and Operations teams. This role involves communicating regularly with project managers and engineers, reviewing scopes of work, prioritizing workload, driving escalations when necessary, and maintaining effective communication with customers, vendors, and internal teams.
This is a Full-Time, 100% Remote opportunity.
Key Responsibilities:
- Schedule and work with professional technicians we dispatch out to customers’ premises
- Review pictures/diagrams provided by technicians to asses circuit DMARC extension needs
- Recommend additional services to (internal) stakeholders based on findings in the field
- Familiarity with headend router/firewall identification and general telco equipment is a huge plus
- Utilize Field Nation & Other 3rd Party Vendor Work Order Creation tools
- Perform technician vetting and selection for each work order
- Provide Technician Check In and Check Out upon arrival and departure
- Download/Upload all deliverables and work order pictures into the CommandLink Platform
- Work reschedules and Issue resolution with all appropriate parties as needed
- Answer incoming queue calls in a fast-paced environment and triage based on the type of call
- Conduct daily follow-up calls with scheduled vendors/technicians to ensure daily appointments are met
- Respond to standard technician inquiries via Field Nation, email, or phone
- Utilize Field Nation to identify/schedule subcontractors for service and negotiate rates to maximize profitability alongside funding level management
- Understand high-level scope of work requirements and ensure proper cost/billing
- Update service tickets using the appropriate fields in the CommandLink Platform
- Create and Manage various work order type templates as needed including developing product-specific scopes of work
- Communicate regularly with internal teams and stakeholders to provide updates throughout the dispatch cycle.
- Drive escalations as necessary to achieve results and act as a liaison between project managers, engineers, and field technicians.
- Ensure timely and effective communication with customers, vendors, and peer organizations.
What you’ll need for success:
- Highly motivated individual who can work in a fast-paced environment and transition from task to task smoothly
- Ttelecommunications industry experience required.
- Field Nation Experience is highly desirable
- Field Technician dispatching experience preferred
- Ability to document dependencies and priorities clearly.
- Exhibit a high level of customer service and phone etiquette, along with the ability to transcribe information into Customer-facing notes and ensure accuracy on cost/billing
- Experience managing escalations independently.
- Adaptability to dynamic environments.
- Project management and organizational skills.
- High integrity and ethical conduct.
- Proficiency in Microsoft Office and PC applications.
Why you’ll love life at Command|Link
Join us at CommandLink, where you’ll have the opportunity to shape the future of business communication. We value the innovative spirit and seek individuals ready to bring their unique vision and expertise to a team that values bold ideas and strategic thinking. Are you ready to make an impact?
- Room to grow at a high-growth company
- An environment that celebrates ideas and innovation
- Your work will have a tangible impact
- Flexible time off
- Fun events at cool locations
- Employee referral bonuses to encourage the addition of great new people to the team
