Field Service Operations Specialist

Field Service Operations Specialist

Location: Marlborough, MA

Role Overview

Manage the end-to-end life cycle of field service work orders—from dispatch to completion—ensuring 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

• 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

• Bachelor’s 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.

• Eligibility for company bonus program.
• The range for this position is $28.50 - $31.25 per hour based on experience. 

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!