Field Support Scheduling Coordinator

Overview

Edgewater Federal Solutions is looking for a Field Support Scheduling Coordinator.

The successful candidate will design, install, maintain, and support enterprise video collaboration and conference rooms, which provide secure and reliable video and audio conferencing with screen-sharing capabilities in both classified and unclassified environments.

Responsibilities

The Scheduling Coordinator is responsible for overseeing incoming service requests, managing technician schedules, and ensuring customers receive timely assistance. This role requires excellent problem-solving skills, attention to detail, and the ability to prioritize tasks effectively.

• Answer and manage inbound customer calls and emails, ensuring timely responses and issue resolution.
• Handle urgent "hot calls", dispatching technicians immediately to address critical conference room issues.
• Educate customers over the phone on how to operate conference room equipment when applicable.
• Create and manage service tickets in ServiceNow, including manually inputting tickets when necessary.
• Process and dispatch tickets, fine-tuning requests and ensuring accurate assignment to field technicians using a round-robin system.
• Monitor service queues, tracking new incoming tickets and prioritizing urgent requests.
• Verify and correct ticket data, working directly with customers to gather the correct details for service requests.
• Monitor customer communication channels, including team email and phone lines, to ensure swift response times.
• Troubleshoot and resolve simple technical issues remotely, assisting customers over the phone when possible before dispatching a technician.
• Collaborate with field technicians and other departments to ensure efficient service operations.

Qualifications

• HS Diploma and a minimum 2 years, or more, of directly related experience that demonstrates the knowledge, skills, and ability to perform the duties.
• Must have an Active DOE Security Clearance
• U.S. Citizenship is required.

Required Skills:

• Experience in customer service background in a technical, retail, or service environment.
• Experience with the use & operation of Personal Computers & office applications (to included Microsoft Office suite) is required.
• Knowledge of common office application software required.
• Must be able to operate a computer keyboard, mouse, & other office equipment
• Must be able to lift up to 35 lbs. on a regular basis without assistance & up to 50 lbs. with or without assistance.

About Us: 

Edgewater Federal Solutions is a privately held government contracting firm located in Frederick, MD. The company was founded in 2002 with the vision of being highly recognized and admired for supporting customer missions through employee empowerment, exceptional services and timely delivery. Edgewater Federal Solutions is ISO 9001, 20000-1, 270001 certified, appraised at CMMI Level 3 Maturity for Development and Services, and has been named in the Top Workplaces in the Greater Washington Area Small Companies for 2018 through 2025.

It has been and continues to be the policy of Edgewater Federal Solutions to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, veteran status, and/or other statuses protected by applicable law.

Responsibilities

The Scheduling Coordinator is responsible for overseeing incoming service requests, managing technician schedules, and ensuring customers receive timely assistance. This role requires excellent problem-solving skills, attention to detail, and the ability to prioritize tasks effectively.
- Answer and manage inbound customer calls and emails, ensuring timely responses and issue resolution.
- Handle urgent "hot calls", dispatching technicians immediately to address critical conference room issues.
- Educate customers over the phone on how to operate conference room equipment when applicable.
- Create and manage service tickets in ServiceNow, including manually inputting tickets when necessary.
- Process and dispatch tickets, fine-tuning requests and ensuring accurate assignment to field technicians using a round-robin system.
- Monitor service queues, tracking new incoming tickets and prioritizing urgent requests.
- Verify and correct ticket data, working directly with customers to gather the correct details for service requests.
- Monitor customer communication channels, including team email and phone lines, to ensure swift response times.
- Troubleshoot and resolve simple technical issues remotely, assisting customers over the phone when possible before dispatching a technician.
- Collaborate with field technicians and other departments to ensure efficient service operations.