About this Role
Lead and coordinate field service operations, ensuring the efficient assignment of technicians, adequate geographic coverage, and compliance with service levels established with clients.
Key Responsibilities
•Lead and supervise teams of field technicians distributed across wide geographic areas.
•Manage and optimize the dispatch process, coordinating technician assignments based on location, availability, technical skills, priorities, and service requirements.
•Plan and manage geographic coverage to ensure timely and efficient response to service requests.
•Monitor compliance with Service Level Agreements (SLAs), response times, incident resolution, and team productivity.
•Manage critical situations, escalations, and changes to daily schedules, ensuring service continuity.
•Collaborate with Technical Support, Operations, Service Desk, Incident Management, and Customer Service teams.
•Analyze Key Performance Indicators (KPIs), identify improvement opportunities, and implement corrective actions.
•Develop and strengthen team capabilities through performance monitoring, training, and ongoing coaching.
•Maintain effective communication with clients, internal teams, and stakeholders in both Spanish and English.
•Drive continuous improvement initiatives related to resource allocation, operational coordination, and technology service delivery.
Job Requirements
•Proven experience leading teams of field technicians or operational personnel distributed across multiple geographic locations.
•Experience coordinating technical services, managing dispatch operations, scheduling technicians, or allocating field resources.
•Fluency in both Spanish and English, spoken and written.
•Experience in IT service operations, technical support, technology equipment maintenance, or managed services.
•Knowledge of ticketing systems, incident management tools, work order management, and service scheduling platforms.
•Experience monitoring SLAs, KPIs, productivity, and response times.
•Strong leadership, organizational, planning, and problem-solving skills.
•Ability to manage multiple priorities in dynamic, high-demand environments.
•Excellent communication, coordination, and decision-making skills.
