Role Overview The Field Service Coordinator is the senior day-to-day operational lead across the Field Service and Laboratory functions supporting the Next Generation Ticketing Managed Service and acts as the primary operational deputy to the Field Operations Manager. The role is responsible for the coordination, supervision and operational control of Field and Laboratory maintenance activities, together with the operational control and accountability of stock, spare parts, replacement equipment, tools and materials used by the Field Service function. The role must have sufficient technical knowledge, operational experience and authority to oversee and, where required, directly support the activities undertaken by Field Engineers and Laboratory Technicians. The Field Service Coordinator is expected to understand and be capable of performing the core maintenance activities undertaken by the Field and Laboratory teams, including fault diagnosis, equipment replacement, testing, preventative maintenance and technical incident resolution. While the role's primary responsibility is coordination, supervision and operational control, the Coordinator must be capable of providing hands-on technical support where required, particularly during complex incidents, periods of high operational demand or resource constraints. The Field Service Coordinator is the Field Operations Manager's primary operational deputy and must be capable of maintaining continuity of the Field Operations service when the Field Operations Manager is unavailable. This includes directing Field and Laboratory resources, managing operational priorities, coordinating incidents and escalations, monitoring service levels, controlling maintenance activity, managing operational risks and acting as the senior operational point of contact for the function within delegated authority. The role ensures that planned and unplanned maintenance work is effectively prioritised, resourced, dispatched, monitored and progressed through to operational closure. It provides the primary operational coordination point between Field Technicians, Laboratory Technicians, Warehouse and Logistics, suppliers, Transport Operators and the wider Next Generation Ticketing support organisation. The Field Service Coordinator manages technician deployment, shifts, workload coordination, maintenance queues and associated work orders, ensuring activities are prioritised according to operational impact, severity and applicable service levels. The role provides technical support to Level 1 and Level 2 maintenance activities and coordinates escalation to Level 3 technical or specialist support where required. The role is responsible for the day-to-day control, traceability and system accuracy of Field Service stock and equipment, ensuring all stock and assets issued, deployed, replaced, removed, returned or transferred by Field Technicians are accurately recorded and accounted for. This includes spare parts, replacement devices, consumables, tools and other maintenance materials, with appropriate control of stock movements, technician holdings, returns, replenishment and reconciliation. The Field Service Coordinator is responsible for maintaining the chain of custody for devices and equipment entering or leaving Field Service control, ensuring each handover, transfer, collection and return is appropriately recorded and traceable. This includes confirming the identity of the device, its source and destination, the person or function transferring and receiving custody, the date and time of transfer and any applicable condition or security requirements. The Field Service Coordinator is responsible for ensuring that the physical location, custody and operational status of assets and equipment are accurately reflected in Maximo and the applicable asset-management records, and that updates arising from Field Service and maintenance activity are completed promptly and correctly. Physical stock and asset holdings must reconcile with the system record, with discrepancies, incorrect statuses, missing equipment or unrecorded movements actively investigated and resolved. Particular attention must be given to devices subject to payment security or other security-control requirements, ensuring the required chain-of-custody, secure handling, storage, transfer and evidential records are maintained throughout the maintenance lifecycle. The Field Service Coordinator provides leadership across the Field and Laboratory teams, ensuring resources, equipment, stock, work orders, asset records and maintenance activities remain effectively controlled throughout each shift and across the wider operational service. The role maintains operational visibility of maintenance workload, resource availability, stock availability and service-level exposure, providing the Field Operations Manager with clear oversight and escalating risks or constraints that could affect service delivery. Key Responsibilities Operational Leadership & Deputy Responsibility - Act as the primary operational deputy to the Field Operations Manager. - Take day-to-day operational control of the Field Service and Laboratory functions when the Field Operations Manager is unavailable. - Lead and coordinate Field Engineers, Senior Field Engineers, Laboratory Technicians and Senior Laboratory Technicians during operational service delivery. - Make operational prioritisation and resource-allocation decisions within delegated authority. - Act as the senior operational escalation point for Field and Laboratory activities during the Field Operations Manager's absence. - Maintain continuity of service across planned maintenance, reactive maintenance, incidents, technical escalations, stock availability and resource coverage. - Maintain sufficient hands-on technical competence to understand, challenge and support Field and Laboratory maintenance decisions and provide direct technical support where operationally required. - Ensure appropriate handover to the Field Operations Manager, including outstanding incidents, service-level risks, resource constraints, stock issues and significant technical or operational concerns. - Escalate decisions outside delegated authority to the appropriate management or technical function. - Support the Field Operations Manager in developing team capability, operational procedures, performance management and continuous improvement. Field & Laboratory Operations - Coordinate the day-to-day activities of Field Service and Laboratory maintenance resources. - Provide operational leadership across the Field and Laboratory teams and ensure appropriate technical coverage is maintained. - Be capable of supporting core Field and Laboratory maintenance activities, including fault diagnosis, equipment replacement, testing, preventative maintenance and technical incident resolution, when required. - Allocate and dispatch technicians based on priority, location, technical capability and operational impact. - Coordinate planned and reactive maintenance activity across the Next Generation Ticketing estate. - Manage technician schedules, shifts, availability and operational coverage. - Monitor workloads and optimise utilisation of available Field and Laboratory resources. - Coordinate Field and Laboratory activities through to operational closure. - Maintain visibility of outstanding maintenance work and ensure appropriate follow-up and escalation. - Ensure Field Technicians comply with required operational, asset-control, stock-control and chain-of-custody procedures. - Support technician onboarding, training and competency development. - Maintain effective coordination between Field Service, Laboratory, Warehouse and Logistics and the wider support organisation. Incident & Maintenance Coordination - Coordinate the maintenance response to equipment incidents and service requests requiring Field or Laboratory intervention. - Coordinate Level 2 diagnosis and resolution of maintenance-related incidents through the appropriate Laboratory technical resources. - Ensure the appropriate Field, Laboratory or specialist technical resource is engaged. - Coordinate escalation to Level 3 technical support where specialist intervention is required. - Maintain communication between Field Operations and relevant support teams throughout the maintenance lifecycle. - Ensure maintenance activity, device replacements and equipment movements associated with incidents are appropriately recorded and traceable. - Identify and escalate potential service-level or performance exposure, operational risks and overdue work. - Ensure completed maintenance activities are appropriately validated before operational closure. Work Order, Asset & Maximo Management - Control and monitor the Field Operations maintenance queue and associated Maximo Work Orders. - Ensure Work Orders contain sufficient information to support effective dispatch, diagnosis, intervention and resolution. - Monitor Work Order status, priority, ageing and progress through to closure. - Ensure technicians maintain accurate maintenance, repair, intervention and completion records. - Ensure the status, location and custody of assets managed through Field Operations are accurately maintained in Maximo. - Ensure asset records are updated promptly following deployment, removal, replacement, transfer, return, quarantine or other equipment movements. - Ensure physical equipment holdings and locations reconcile with the corresponding Maximo records. - Ensure equipment interventions and movements have complete operational traceability. - Investigate and resolve incorrect asset statuses, locations, unrecorded movements or other discrepancies. - Provide visibility of outstanding, overdue and high-priority maintenance activity and asset-control issues to Field Operations management. Preventative Maintenance - Support the establishment and ongoing operation of the preventative maintenance regime. - Coordinate preventative maintenance schedules and technician assignments. - Monitor planned maintenance completion and identify missed or overdue activity. - Ensure preventative maintenance activity is appropriately recorded against the relevant equipment and Work Orders. - Support the development and maintenance of maintenance plans, procedures, manuals and work instructions. - Coordinate updates to maintenance requirements as new equipment or releases transition into the Managed Service. Stock, Spares, Equipment & Logistics - Own the day-to-day operational control of Field Service stock, spare parts, replacement devices, tools, consumables and maintenance materials. - Control stock and equipment entering and leaving Field Service custody and ensure all movements are authorised, recorded and traceable. - Maintain accurate records of equipment and stock issued to individual Field Technicians, vehicles or other Field Service locations. - Ensure equipment issued, used, replaced, removed, returned or transferred by Field Technicians is correctly accounted for. - Monitor technician and vehicle stock holdings and ensure appropriate replenishment and return of unused, faulty or replaced equipment. - Coordinate replacement equipment and device swaps required to support maintenance activity. - Ensure physical Field Service stock holdings reconcile with Maximo and applicable inventory and asset-management records. - Perform or coordinate regular stock reconciliation and investigate discrepancies, missing equipment or unexplained stock movements. - Maintain appropriate operational stock levels to support planned and reactive maintenance requirements. - Work closely with Warehouse and Logistics and the Laboratory to coordinate stock availability, replenishment, equipment movements, repair and return activity. - Coordinate equipment return, quarantine, repair and return-to-supplier or manufacturer processes. - Identify stock shortages or logistical constraints that could affect service delivery and escalate accordingly. Chain of Custody & Equipment Security - Own and maintain the chain-of-custody process for devices entering and exiting Field Service control. - Ensure every device handover, collection, delivery, transfer and return is appropriately authorised, recorded and traceable. - Ensure records identify the device, source and destination, transferring and receiving parties, date and time of transfer and applicable condition or status. - Ensure physical custody and location are consistent with the corresponding Maximo and asset-management records. - Ensure devices are securely handled, transported, stored and transferred in accordance with applicable operational and security requirements. - Ensure additional controls applicable to payment-related or security-sensitive devices are followed. - Investigate and escalate any break in chain of custody, missing device, unexplained movement or discrepancy between physical equipment and system records. - Maintain appropriate evidence and records to support operational, security, audit and compliance requirements. Transport Operator & Stakeholder Coordination - Coordinate Field Service activities requiring access to Transport Operator locations, vehicles, depots, stations or other operational environments. - Liaise with Transport Operators and relevant stakeholders regarding planned attendance, access and local operational requirements. - Coordinate local access, isolation or other site requirements where necessary. - Coordinate agreed equipment handovers and collections with Transport Operators while maintaining the required chain of custody. - Maintain professional communication with the National Transport Authority, Transport Operators, suppliers and internal support teams within the defined operating model. Performance & Continuous Improvement - Monitor maintenance performance, outstanding work and service-level exposure. - Analyse recurring faults, maintenance demand and operational trends. - Monitor Field Service stock accuracy, asset-record accuracy and chain-of-custody compliance. - Identify constraints affecting technician utilisation, stock availability or maintenance effectiveness. - Support root-cause and recurring-failure investigations with Senior Technicians, Laboratory and Level 3 technical teams. - Provide operational reporting on maintenance volumes, ageing, completion, resource utilisation, stock position, asset discrepancies and service performance. - Identify opportunities to improve maintenance processes, scheduling, stock control, asset management, resource utilisation and operational effectiveness. Mobilisation & Service Transition - Support mobilisation of the Field Service and Laboratory capability for new Next Generation Ticketing releases. - Support operational readiness, testing, rollout and transition activities. - Coordinate introduction of new equipment, maintenance procedures, spare-parts requirements and technician training. - Establish appropriate Field Service st

Field Service Coordinator

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