Field Service Coordinator

Company Description

Airmax Remote is a leading UK-based telematics supplier to the automotive market. Based at our Birmingham headquarters, we manage the complete lifecycle of our hardware, supported by a dedicated field team and a network of specialist partners for nationwide installations and maintenance.

Role Description

Reporting to the Helpdesk, the Field Service Coordinator is an operational role responsible for the end-to-end management of service disruptions and installations. Using Zendesk as our core case management platform, you will bridge the gap between initial technical triage and physical resolution.

This is a high-responsibility role requiring a background in maintenance control, service event management, or accident repair. You are responsible for the entire "Rectification Phase"—ensuring that once a requirement for a field engineer is identified, the event is managed through to completion, ensuring parts availability, diary optimisation, and final financial validation.

Key Responsibilities

Case Management and Triage

• Monitor Zendesk ticket queues to identify and take ownership of cases requiring field intervention.
• Conduct initial triage alongside first-line support to ensure a field visit is the correct course of action.
• Maintain accurate ticket hygiene within Zendesk, ensuring all communications and status updates are logged in real-time.
• Assist the wider Helpdesk team with inbound calls and ticket reviews to ensure overall SLA compliance.

Field Operations and Diary Control

• Manage the daily diaries for internal field technicians and external "burst" partners to ensure maximum engineer utilisation and geographic efficiency.
• Coordinate directly with end-drivers and fleet managers to book appointments, ensuring all parties are aligned for a successful first-time fix.
• Act as the central point of contact for field staff, resolving scheduling conflicts or logistical issues as they arise.

Logistics and Financial Compliance

• Coordinate with the internal stores team to ensure all electronic components and cable assemblies are dispatched and arrive on-site ahead of the engineer.
• Review and vet completed job sheets to ensure all technical data is captured accurately before ticket closure.
• Serve as the final gatekeeper for the Finance department, ensuring all completed jobs are "clean," fully documented, and ready for immediate invoicing.

Requirements

• Proven experience as a Maintenance Controller, Service Coordinator, or a similar role within a technical service environment.
• Strong proficiency in using Zendesk or similar ticket-based case management systems.
• Experience in diary management and the logistics of field-based service delivery.
• Excellent telephone manner with the ability to manage expectations for corporate clients and technical staff.
• High level of attention to detail regarding administrative workflows and financial reporting.
• Ability to work under pressure and manage multiple priorities within strict SLAs.