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Salary: USD 90,000 - 110,000 / annual
AssetWatch is seeking a Field Coordination Manager to lead real-time field support and escalation management for a fast-growing manufacturing uptime and predictive maintenance company. This role is central to ensuring seamless execution of field operations by rapidly resolving issues, supporting field teams, and protecting the customer experience.
You will own all real-time field support and escalation management, acting as the primary point of contact for urgent scheduling conflicts and field issues. Key responsibilities include rapidly resolving issues such as technician availability, customer escalations, and schedule disruptions; coordinating with the Scheduling team to adjust plans while minimizing impact; serving as the bridge between field teams, customers, and internal stakeholders during live operations; ensuring clear and timely communication across all stakeholders during issues; monitoring and improving time-to-resolution for field-related issues; supporting field technicians with resources, information, and coordination needs; identifying recurring issues and partnering with Scheduling to drive long-term solutions; leading, coaching, and developing a team focused on high-quality support execution; maintaining strong relationships with customers and internal teams; and supporting system and process improvements that enhance field visibility and responsiveness.
You thrive in fast-paced, high-pressure environments where no two days are the same. You are highly responsive and take pride in solving problems quickly and effectively. You are deeply customer-focused and see every issue as an opportunity to deliver excellence. You communicate with clarity, urgency, and empathy. You are a natural problem solver who can think on your feet, energized by supporting others and removing obstacles to success. You are comfortable jumping into any situation and taking ownership, and you are a strong leader who can coach and develop a team in a dynamic environment.
AssetWatch is a remote-first company with a distributed team across the United States and Ontario, Canada. The company is focused on building the future of predictive maintenance and is in a phase of rapid growth.
**Requirements:**
- 2+ years of experience in customer support, field operations, or coordination roles
- Experience managing high-volume support environments
- Experience leading or coaching teams
- Strong communication and problem-solving skills
- Ability to thrive in fast-paced, high-pressure environments
