Remote Service Coordinator
F
FormicIndustrial Robotics
Location: Medellín, ColombiaContractMiddle
SalaryCompensation for this remote contractor role will be determined based on the scope of work, level of responsibility, and the contractor’s experience.
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Job Details
- Languages
- Advanced English proficiency (CEFR C1 or higher)
- Experience
- 3-5 years
- Required Skills
- SalesforceSlackCRMCustomer support
Requirements
- 3-5 years of experience in service coordination, customer support, technical scheduling, or dispatch operations
- Experience supporting field service teams in automation, robotics, manufacturing, or industrial environments
- Comfort operating across multiple systems and communication channels simultaneously
- Fast, clear communicator with a calm and professional phone presence
- Advanced English proficiency (CEFR C1 or higher) required to confidently manage live customer calls and technical conversations
Responsibilities
- Answer inbound calls from customers and partners with professionalism and urgency
- Gather key context to determine whether the request requires technical support, service dispatch, or escalation
- Route calls to the correct Field Service Engineer or internal team based on region, expertise, and availability
- Log call details and follow-up items in ticketing, Slack, email, and CRM systems
- Maintain and adjust the live Field Service schedule to reflect real-time changes and shifting priorities
- Monitor incoming emails, alerts, and customer updates to identify risks and action items
- Prepare and facilitate daily service huddles with clear visibility into upcoming work, coverage needs, and open issues
- Support shift transitions and weekend/on-call handoffs by capturing and documenting key updates
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