REQUIREMENTS:

• Minimum of 2–3 years of direct experience dispatching or coordinating IT field service technicians.
• Proven ability to manage and direct geographically distributed teams in a high-volume environment.
• Strong problem-solving and communication skills, both written and verbal.
• Familiarity with desktop support, basic networking concepts, and general IT service delivery.
• Experience using ticketing and dispatch platforms (e.g., ServiceNow, Field Nation, WorkMarket) preferred.
• Detail-oriented, self-motivated, and able to work independently while following company best practices.
• A customer-first attitude with a commitment to providing high-quality service.

ABOUT THE ROLE:

Buchanan Technologies is seeking a Field Services Coordinator with prior hands-on experience in dispatching IT field technicians. This role is responsible for coordinating technician deployments to client sites, managing real-time communications and escalations, and ensuring timely issue resolution. The ideal candidate is highly organized, responsive, and capable of thriving in a fast-paced environment with minimal supervision.

KEY RESPONSIBILITIES:

• Dispatch IT field technicians across North America based on project needs, technician availability, and location.
• Communicate effectively with both technicians and client stakeholders to coordinate work and resolve issues.
• Respond to phone calls, emails, and escalations quickly and professionally, maintaining a strong customer service approach.
• Document all activity in the ticketing system, including technician updates and customer communication.
• Track work order progress and ensure jobs are completed to satisfaction.
• Verify and record technician onsite time upon job completion.
• Maintain active oversight of all open dispatches and prioritize according to service level agreements (SLAs).
• Provide support to field technicians by assisting with logistics, access issues, or onsite escalation paths.