The Field Service Coordinator II is responsible for the dispatch and coordination of all activity surrounding field technician work orders. They are responsible for managing the process and communication between office personnel and field service technicians to ensure business client work orders are handled effectively and efficiently.  The coordinator is responsible for maintaining excellence in relationships with clients, maintain standards and conduct that reflect One Source values and set an example for others to follow.

Duties/Responsibilities:

• Provide clear communication to internal office staff and external field technicians to efficiently facilitate work orders.
• Demonstrate a clear understanding and use discernment on internal escalation process, including notification to both management and other relevant OSC associates regarding critical client issues.
• Demonstrate an understanding of how carrier services interact with clients' equipment (CPE) and internal network in order to efficiently and effectively engage appropriate resources.
• Approve completed orders weekly and resolve any outstanding work order issues between technicians, internal staff and 3rd party field services platform.
• Invoice completed work orders weekly; ensuring proper documentation, materials and pricing are accounted for before submission to Accounts Receivable. Process monthly margin reports and provide to the leadership team.
• Maintain an understanding of network topology including relevant infrastructure. The coordinator should have an understanding of how relevant infrastructure (ie: routers, firewalls, WAPs, managed switches and structured cabling) impact the client's voice and data services.
• Demonstrate ability to efficiently navigate, utilize and maintain all pertinent internal databases to ensure all work order activity is properly documented.
• Develop an understanding of communications technology, products and services to include MPLS, Ethernet, Hosted VOIP, SIP, PRI and Cloud Services. Continue to stay abreast of developing technology and provider maintenance procedures.
• Manages personal work time responsibly and efficiently, ensuring personal conversations, phone calls and internet usage are kept to a minimum.
• Data and system use must comply with One Source information security policies and standards. 
• Unauthorized access to data and/or systems is prohibited. 

Required Skills/Abilities:

• The ability to read and documents such as invoices is required. The individual should also be able to write routine reports and correspondence. 
• The individual should be able to calculate figures and amounts such as discounts, interest, commissions and percentages. The individual should also be able to apply concepts of basic algebra.
• The ability to define problems, collect data, establish facts, and draw valid conclusions is required. The individual should also be able to interpret an extensive variety of instructions and deal with several concrete variables.

Education and Experience:

• The individual will have preferably earned a bachelor’s degree (B. A.) from a four-year college or university. One to two years of related experience is required.  Training and/or equivalent combination of education and experience will be considered.  Network certifications are helpful but not required.
• To perform this job successfully, an individual should have knowledge of Microsoft Office programs (Word, Excel, PowerPoint, and Outlook). Knowledge of accounting software, database software and/or project management software is helpful but not required.