Field Service Operations Specialist

Field Service Operations Specialist

Location : Marlborough MA

Role Overview

Manage the end-to-end life cycle of field service work ordersfrom dispatch to completionensuring accurate documentation and driving KPI performance. Coordinate parts logistics third-party provider scheduling and tooling. Own service data integrity process optimization and enhance customer satisfaction efficiency and cost control.

Key Responsibilities

Task Area

Responsibilities

Work Order Management

Review assign and dispatch work orders to engineers and third-party techs; verify site readiness and manage scheduling.

Customer & Tech Coordination

Liaison with customers to set expectations; support field team with documentation escalations and arrival details.

Documentation & Data Integrity

Maintain detailed CRM logs validate service notes ensure completion of documentation and record all communications.

Parts & Tooling Logistics

Order and track parts manage tooling dispatch and returns and maintain inventory accuracy.

Performance & Reporting

Monitor key service metrics (MTTD MTTR MTTC) generate dispatch / repair / close reports.

Quality & Process Improvement

Identify recurring issues collaborate on corrective actions with Quality and Engineering teams and support compliance with ISO / FDA / GMP.

Process Documentation & Training

Map workflows suggest system enhancements and develop training for CRM users.

Third-party Oversight & Escalations

Communicate with external providers track their performance and escalate critical cases to safeguard uptime and SLAs.

Minimum Qualifications

• Bachelors degree or equivalent technical experience.
• CRM experience (preferably Microsoft Dynamics 365).
• Proficient in Excel (e.g. VLOOKUP conditional logic date / time functions).
• Strong attention to detail with excellent documentation and organizational skills.
• Proactive and process-driven mindset; ability to identify risks and escalate when needed.
• Effective time-management and ability to work under tight deadlines.
• Collaborative flexible team player with strong verbal / written communication.

BENEFITS

At Optos we offer a highly competitive compensation and benefits package.

EQUAL OPPORTUNITIES EMPLOYER

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race sex disability religion / belief sexual orientation age or protected veteran status.

If you feel you have the necessary skills and experience and want to join a great team please click on the Apply button!

Required Experience :

IC

Key Skills

Financial Services,Information Technology,Cost Control,Corporate Risk Management,Law

Employment Type : Hourly

Experience : years

Vacancy : 1

Hourly Salary Salary : 28 - 31