Field Service Coordinator

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,…