Field Coordinator at Willers Solutions

Job Description

• The Field Coordinator is responsible for managing the full lifecycle of service tickets in a fast-paced technical environment. 
• This role involves assigning service requests to appropriate engineers, monitoring progress, offering technical support, and ensuring all issues are resolved within the specified timelines. 
• The ideal candidate should have a solid technical background, strong communication skills, and the ability to work under pressure.

Responsibilities
Ticket Management:

• Receive and analyze incoming tickets through the Customer Care Management (CCM) system
• Categorize and prioritize tickets based on urgency and technical requirements
• Assign tickets to suitable field engineers based on skillset, availability, and location
• Ensure timely ticket updates and resolution tracking

Technical Support:

• Provide technical assistance to field engineers during ticket execution
• Act as an escalation point for complex or unresolved service issues

Monitoring & Reporting:

• Follow up with engineers to ensure adherence to ETAs and service standards
• Review and verify engineer reports for accuracy and completeness
• Input service outcomes into the ticketing system and forward reports to relevant departments

Requirements

• BSc / HND in Computer Engineering or Telecommunications
• Minimum of 2 – 3 years of experience in field coordination or telecommunication operations
• Strong knowledge of RF, WLAN, and LAN technologies
• Cisco Certified Network Associate (CCNA) certification is an added advantage
• Excellent communication, analytical, and problem-solving skills
• Ability to thrive in a high-pressure, technical environment.