Field Service Coordinator

Why RCN Technologies?

Extraordinary Opportunities Await

We Value Our Team

Proud of Our Achievements

Work-Life Integration Matters

Join the Innovation

The ideal candidate is highly organized, detail-oriented, and excels at multitasking. They have strong communication skills and are customer-service oriented. This person enjoys problem-solving and working in a fast-paced environment. They are adaptable, able to handle scheduling challenges efficiently, and capable of building strong relationships with vendors and team members. While no specific qualifications are required, the ideal candidate is eager to learn and improve processes.  

• Collaborate with the sales team to understand the job in question
  
• Coordinate with customers on the services sold to ensure proper scheduling and to set expectations for the work
  
• Keep stakeholders in the loop for scheduling updates or other job progression
  
• Monitor timelines and address delays promptly
  

• Ensure expectations are clear with the customer via Service Level Agreements and Master Service Agreements.
  
• Amend any changes for jobs that require updates
  
• Coordinate with internal parties on new contract drafts needed or updates to existing contracts
  
• Frequent communication and review with RCN's sales team to ensure pre-sales questions are asked
  

• Maintain and establish positive relationships with third party vendors
  
• Negotiate pricing for third party work 
  
• Collaborate with RCN's finance team to ensure bills are entered properly to have bills paid and relationships maintained
  
• Continually recruit new third party vendors to increase pricing leverage and redundancy
  

• Update customer and vendor interactions in to RCN's CRM for proper tracking and visibility
  
• Weekly reporting to ensure up-to-date scheduling 
  
• Suggest and encourage systems and process improvements to increase efficiency and data visibility
  

Requirements

• This position requires the ability to operate a telephone, computer, calculator, copier, fax machine, scanner, and any other office equipment.
  
• Remaining in a stationary position, often walking, standing, or sitting for prolonged periods (including driving, flying, etc.)
  
• Moving about to accomplish tasks or moving from one worksite to another.
  
• Repeating motions that may include the wrists, hands, and/or fingers.
  
• Operating motor vehicles or heavy equipment.
  
  

What We’re Looking For

• You’re eager to work on a great team. You’re inspired to help people and businesses connect wherever they are. You want to impact the world positively. You know that good technology can help the company have a positive impact. You’re committed to our ethos of #ExpectMore.
  
• Customer Service:Possess the personality and professionalism to engage with customers and partners successfully.
  
• Positive Outlook: Naturally possess an upbeat attitude and desire to work in a rapid-growth professional environment.
  
• Technical aptitude: Either you are in love with technology or you have a desire to learn how technology impacts business and have the aptitude to understand its impact. The more technical experience the better, though it is not a requirement.
  
• Communication: Phenomenal phone skills with the ability to convey enthusiasm and energy. You will need to be able to convey situations and issues both on-site and over the phone. 
  
• Collaboration/Teamwork: Ability to work effectively with others on a common task; taking actions which respect the needs and contributions of others; contributing to and accepting the consensus; negotiating a win-win solution to achieve the objectives of the team.
  
• Adaptability: Ability to adjust to business needs; positively drive change.
  
• Self-Starter/Initiative: Goes beyond expectation; creates opportunities to implement business efficiencies and minimizes problems by anticipating or preparing in advance; seeks out or accepts additional responsibilities. Self-motivated and achievement oriented.
  
• Problem Solving/Critical Thinking Skills: Ability to suspend judgment and validate the situation; must be able to consider multiple perspectives and re-evaluate the situation as new information becomes available. Will need to evaluate situations and make decisions on the spot in some circumstances. Ability to research all angles of an issue to provide the customer with a viable and workable solution.
  
• Attention to Detail: Demonstrates thoroughness in accomplishing tasks; checks work or data to ensure accuracy and completion in maintaining company records.
  

Education & Experience

• 1-3 years telecom field service experience preferred (bonus points for: copper POTS line/telecom installs, fire alarms and security systems installs, aftermarket vehicle electronics installs, satellite dishes and/or interior or exterior building installs, network cabling or AV installing)
  
• Proven track record as a strong, effective communicator
  
• 1 year in project management.
  
• Knowledge of Wireless Technology, Networking, and Telecommunications preferred
  
• Bachelor's degree in Business, Computer Science, Engineering, Information Technology, Management Information Systems, or relevant field preferred 
  
• Radio Frequency Experience
  
• Familiar with Microsoft Office Suite and Zoho Software 
  

Required Skills

• Ability to create and provide spreadsheets to track orders and deliver a finished product
  
• Stellar verbal and written communication skills to engage with stakeholders.
  
• Ability to comprehend technical concepts and be independently resourceful
  
• Assess highly variable situations and find solutions
  
• Able to travel nationwide on occasion
  
• Able to drive a vehicle with an appropriate driver's license
  
• Maintain a professional appearance and demeanor
  
• Must be a life-long learner
  
• Excellent time management and organizational skills
  
• Excellent analytical and problem-solving skills
  
• Ability to work well in teams
  
• Strong work ethic and attention to detail
  

Success Criteria for this Position

• After training, showing the ability to conduct an installation without revisiting an installation site once complete
  
• Ability to schedule and complete installations within established timeline goals
  
• Ability to minimize the time on-site while completing an installation properly
  
• Ability to communicate the process of an installation to a customer and answer any questions they may have
  
• Ability to continue education to understand and be certified to install new products as they arrive
  
• Can clearly communicate with vendors, customers, and sales reps by 60 days
  
• Tracing POTS lines in under 1 hour
  
• Believes and advocates for a culture of accountability, results and positivity within the sales organization
  
• ​Is excited by the prospect of making a true impact on a small but rapidly growing technology solutions company
  

Benefits

• Competitive Compensation: We recognize and reward excellence with competitive compensation tailored to your experience and achievements.
  
• Health Coverage: We offer health, vision, and dental insurance options to ensure your well-being (Health/Dental: 50% employer paid, Vision: 100% employer paid).
  
• Work-Life Flexibility: Enjoy Flex Days (work from anywhere), Unlimited Paid Time Off, and 4 weeks of Paid Parental Leave for work-life integration (all are earned benefits).
  
• Family-Friendly Environment: We encourage a family-friendly atmosphere, where you and your loved ones can join us for various events.
  
• Innovative Workspace: Our purpose-built office in downtown Knoxville provides a dynamic environment.
  
• Continuing Education: Access to both hands-on and online courses to support your professional development.
  
• Company Culture: Our engaging work environment, casual dress code, team-building meals and activities, and fully stocked refrigerators, snacks, and beer taps create a positive and fun workplace.
  

Ready to Thrive?