What are the responsibilities and job description for the Field Service Coordinator position at Top Prospect Group, Inc.?
80-85k / Hartford, CT / Onsite
We are seeking a highly organized and customer‐focused Field Service Coordinator to support onsite service delivery within a fast‐paced Managed Services (MSP) environment. This role is responsible for scheduling field technicians, coordinating client service requests, and ensuring timely resolution of onsite IT needs, while maintaining a high level of communication with both customers and internal teams.
Key Responsibilities
- Coordinate and schedule field technicians for onsite service calls, installations, and project work
- Act as the primary point of contact for clients regarding field service requests and updates
- Manage and prioritize incoming tickets in coordination with the service desk and dispatch teams
- Ensure timely dispatch and resolution of onsite issues in accordance with SLAs
- Track technician availability, location, and workload to optimize scheduling efficiency
- Communicate clearly with clients on appointment timing, scope of work, and status updates
- Escalate urgent or complex issues to senior technical or management teams
- Maintain accurate records in ticketing systems (ConnectWise, ServiceNow, Autotask, etc.)
- Coordinate parts, equipment, and access requirements for onsite work
- Follow up post-service to ensure client satisfaction and proper closure of tickets
- Support project coordination for rollouts, hardware installs, and site deployments
Required Qualifications
- 3 years of experience in service coordination, dispatch, or scheduling (MSP preferred)
- Experience working with IT service desk or field services teams
- Strong organizational and multi-tasking skills in a fast-paced environment
- Excellent customer service and communication skills
- Familiarity with ticketing/PSA tools (ConnectWise, Autotask, ServiceNow, etc.)
- Ability to prioritize and manage multiple concurrent requests and deadlines
- Strong attention to detail and follow-through
Preferred Qualifications
- Experience working in an MSP or IT services environment
- Understanding of basic IT concepts (networks, hardware, endpoints, remote support)
- Experience coordinating:
- Onsite IT support
- Hardware installations (PCs, network devices, VoIP, etc.)
- Knowledge of SLA/contract-based service delivery models
What Success Looks Like
- Efficient scheduling with minimal delays or missed appointments
- Clear, proactive communication with clients and technicians
- High SLA adherence and improved response/resolution times
- Strong coordination between service desk, field teams, and clients
- Positive client experience and service delivery consistency
Top Prospect Group founders and management team offer more than 25 years
of experience in Information Technology and Creative Staffing. Our fundamental goal is to build successful relationships resulting in accurate job and prospect representations. Top Prospect Group meets with those we work with face-to-face to garner a better understanding of candidate or client requirements. By leveraging our experience and market insight, we are then able to provide a more consistent recruitment process.
of experience in Information Technology and Creative Staffing. Our fundamental goal is to build successful relationships resulting in accurate job and prospect representations. Top Prospect Group meets with those we work with face-to-face to garner a better understanding of candidate or client requirements. By leveraging our experience and market insight, we are then able to provide a more consistent recruitment process.
Salary : $80,000 - $85,000