Formic's unique Robotics-as-a-Service model delivers customized industrial automation via subscription.
Service Coordinator
Location
Colombia
Posted
1 day ago
Salary
0
Seniority
Senior
Job Description
Service Coordinator
Formic
• 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 • Track travel plans, site access windows, and technician availability to prevent gaps or overlaps • Escalate urgent issues early when leadership visibility is required • 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 • Escalate site delays, resourcing gaps, and repeat issues as needed • Maintain documentation and standard work related to scheduling, call handling, and service workflows • Partner with service leadership to improve tools, processes, and operational clarity • Use Slack, MaintainX, Salesforce, and internal systems to support day-to-day execution • Track technician utilization, site coverage, and system downtime • Identify trends in call types, repeat issues, and areas where better routing or documentation would help reduce friction
Job 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.
Benefits
- Equity in Formic: Participate in our stock option program and share in the success of a fast-growing start-up backed by leading global investors
- Home Office Stipend: A one-time allowance for fully remote and hybrid employees to support an at-home or on-the-road work setup
- Monthly Cell Phone Reimbursement: Monthly stipend toward personal phone and internet expenses
- Flexible Time Off: Take the time you need, when you need it, supported by our flexible PTO policy
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