Field Service Coordinator

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 rol

Key Responsibilities  Operational Leadership & Deputy Responsibility  • Act as the primary operational deputy to the Field Operations Manager.  • Take day-to-day operational control of the Field Service and Laboratory functions when the Field Operations Manager is unavailable.  • Lead and coordinate Field Engineers, Senior Field Engineers, Laboratory Technicians and Senior Laboratory Technicians during operational service delivery.  • Make operational prioritisation and resource-allocation decisions within delegated authority.  • Act as the senior operational escalation point for Field and Laboratory activities during the Field Operations Manager's absence.  • Maintain continuity of service across planned maintenance, reactive maintenance, incidents, technical escalations, stock availability and resource coverage.  • Maintain sufficient hands-on technical competence to understand, challenge and support Field and Laboratory maintenance decisions and provide direct technical support where operationally required.  • Ensure appropriate handover to the Field Operations Manager, including outstanding incidents, service-level risks, resource constraints, stock issues and significant technical or operational concerns.  • Escalate decisions outside delegated authority to the appropriate management or technical function.  • Support the Field Operations Manager in developing team capability, operational procedures, performance management and continuous improvement.  Field & Laboratory Operations  • Coordinate the day-to-day activities of Field Service and Laboratory maintenance resources.  • Provide operational leadership across the Field and Laboratory teams and ensure appropriate technical coverage is maintained.  • Be capable of supporting core Field and Laboratory maintenance activities, including fault diagnosis, equipment replacement, testing, preventative maintenance and technical incident resolution, when required.  • Allocate and dispatch technicians based on priority, location, technical capability and operational impact.  • Coordinate planned and reactive maintenance activity across the Next Generation Ticketing estate.  • Manage technician schedules, shifts, availability and operational coverage.  • Monitor workloads and optimise utilisation of available Field and Laboratory resources.  • Coordinate Field and Laboratory activities through to operational closure.  • Maintain visibility of outstanding maintenance work and ensure appropr

• Holidays: 24 days per annum + Irish bank holidays (options to buy/sell days) • Pension – 7% employee and 7% employer • Private medical insurance (including dental & optical) • Flexible/hybrid working options • Charitable initiatives • Learning and development programs • Travel & expense allowances • Innovative & collaborative work environment Indra is an equal employment opportunity employer. Applicants are considered without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability or other characteristics protected by law.

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, replacement devices, consumables, tools and other maintenance materials, with appropriate control of stock movements, technician holdings, returns, replenishment and reconciliation.  The Field Service Coordinator is responsible for maintaining the chain of custody for devices and equipment entering or leaving Field Service control, ensuring each handover, transfer, collection and return is appropriately recorded and traceable. This includes confirming the identity of the device, its source and destination, the person or function transferring and receiving custody, the date and time of transfer and any applicable condition or security requirements.  The Field Service Coordinator is responsible for ensuring that the physical location, custody and operational status of assets and equipment are accurately reflected in Maximo and the applicable asset-management records, and that updates arising from Field Service and maintenance activity are completed promptly and correctly. Physical stock and asset holdings must reconcile with the system record, with discrepancies, incorrect statuses, missing equipment or unrecorded movements actively investigated and resolved.  Particular attention must be given to devices subject to payment security or other security-control requirements, ensuring the required chain-of-custody, secure handling, storage, transfer and evidential records are maintained throughout the maintenance lifecycle.  The Field Service Coordinator provides leadership across the Field and Laboratory teams, ensuring resources, equipment, stock, work orders, asset records and maintenance activities remain effectively controlled throughout each shift and across the wider operational service. The role maintains operational visibility of maintenance workload, resource availability, stock availability and service-level exposure, providing the Field Operations Manager with clear oversight and escalating risks or constraints that could affect service delivery. Key Responsibilities  Operational Leadership & Deputy Responsibility  • Act as the primary operational deputy to the Field Operations Manager.  • Take day-to-day operational control of the Field Service and Laboratory functions when the Field Operations Manager is unavailable.  • Lead and coordinate Field Engineers, Senior Field Engineers, Laboratory Technicians and Senior Laboratory Technicians during operational service delivery.  • Make operational prioritisation and resource-allocation decisions within delegated authority.  • Act as the senior operational escalation point for Field and Laboratory activities during the Field Operations Manager's absence.  • Maintain continuity of service across planned maintenance, reactive maintenance, incidents, technical escalations, stock availability and resource coverage.  • Maintain sufficient hands-on technical competence to understand, challenge and support Field and Laboratory maintenance decisions and provide direct technical support where opera