The Field Service Coordination Team Lead is fully accountable for the performance, oversight, and alignment of all Technical Coordination Supervisors and associated coordination processes within the Field Service Department. This position is responsible for enforcing company procedures, implementing departmental priorities, and ensuring uniformity and compliance across all coordination activities. The role operates with full authority to lead, delegate, monitor, and correct coordination performance while collaborating with key departments to ensure readiness, documentation integrity, and operational efficiency.

• Serve as the direct supervisor for all Technical Coordination Supervisors and hold full responsibility for their performance, development, and adherence to operational standards.
• Ensure consistent and compliant implementation of all service coordination processes across regions, including planning, scheduling, dispatch, technician follow-up, and administrative documentation.
• Delegate, enforce, and verify all required tasks assigned to the coordination team, including customer communication, system data entry, documentation accuracy, and technician support.
• Maintain oversight of job planning tools, ticketing systems, technician assignments, and follow-up processes to ensure seamless job execution and resource utilization.
• Act as the primary escalation point for unresolved issues related to technician dispatch, job planning, scheduling conflicts, or customer complaints within the coordination scope.
• Lead performance reviews with Coordination Supervisors, ensuring that expectations are clearly communicated, and operational goals are met.
• Directly coordinate with internal Stakeholders to facilitate job readiness and resolve cross functional bottlenecks.
• Validate technician job preparation and tool/part readiness by enforcing internal checklists, timelines, and documentation practices.
• Manage internal handovers between departments for job-related responsibilities and ensure accountability for delays or errors in execution.
• Implement improvements in process efficiency, system usage, and coordination workflows as needed in alignment with management directives.
• Monitor, report, and act on KPIs and performance metrics including technician utilization, ticket aging, planning cycle time, and internal follow-through.
• Identify performance issues within the coordination group and take corrective action in collaboration with HR and the Field Service Manager.
• Support recruitment, onboarding, and training of new Coordination Supervisors in accordance with departmental needs.
• Ensure full alignment with internal policies and proactively address any deviation from standard operating procedures or communication protocols.
• Supervisory Duties:
• Directly supervises all Technical Coordination Supervisors nationwide.
• Responsible for daily operations, resource assignment and budgeting, and performance management of the coordination team.
• Carries out all supervisory responsibilities in accordance with company policies and applicable laws, including:
• Interviewing and hiring
• Planning, assigning, and directing work
• Performance appraisals and feedback
• Training and mentoring
• Disciplinary action, when necessary