Job Purpose   

The Field Services Coordinator provides a high-quality, single point of contact as part of Fujitsu's field resource coordination service, managing customer calls through to successful resolution and closure within contractual Service Level Agreements (SLAs). The role is responsible for supporting the repair and maintenance of hardware across Oceania for multiple clients by coordinating engineering resources, warehouse operations, customer scheduling, and incident activities across the full-service lifecycle.

Role Overview

The Field Services Coordinator plays a critical role in ensuring customer incidents are managed efficiently, accurately, and professionally from initial contact to final closure. The position requires strong coordination across field engineers, warehouse teams, operations teams, service delivery stakeholders, and customers to achieve timely incident resolution, consistent service delivery, operational efficiency, and a positive customer experience.

Key Responsibilities

• Provide a high level of customer service through all communications with end users and stakeholders.
• Capture and record all contacts received via telephone, email, self-service interface, or other approved channels into the service management toolset, ensuring all mandatory information is complete and accurate.
• Respond to all contacts in accordance with applicable Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and Key Performance Indicators (KPIs).
• Perform initial triage of calls, including correct categorization, priority assignment, and documentation of required troubleshooting steps in the case notes.
• Take ownership of incidents from initial logging through to successful resolution and closure, ensuring full lifecycle management of assigned or logged calls.
• Coordinate closely with field engineers, warehouse operations, service delivery teams, and customer scheduling contacts to ensure incidents are completed within agreed SLA targets.
• Provide continuous updates to end users and stakeholders in accordance with field resource coordination procedures to manage expectations and maintain customer confidence through to resolution.
• Support hardware repair and replacement activities across Oceania customers through effective coordination of engineer deployment, operational support, and service activities.
• Ensure compliance with all applicable procedures relating to call handling, escalation, follow ups, parts ordering, and account specific service delivery requirements.
• Manage parts movement and parts-related coordination activities across Australia, including sending and returning components to and from the repair center to support seamless operations.
• Accurately record all activities performed in the standard service management system up to and including call closure.
• Maintain familiarity with and comply with Fujitsu and customer security policies relevant to Service Desk and Field Services operations.
• Participate in team meetings and performance discussions focused on continuous improvement, operational efficiency, and achievement of weekly service targets.
• Recommend improvements to processes, workflows, and coordination methods to help drive consistent service outcomes and reduce operational variance.

Key Performance Indicators

• SLA compliance
• Accuracy and completeness of ticket documentation
• Timeliness of incident updates and follow-up
• Quality of customer communication
• Effective coordination across field and operational teams
• Ownership of incidents through to closure
• Compliance with process, escalation, and security requirements