Customer Field Service Coordinator

Soofa is the neighborhood news feed that connects a community with screens everyone can see and anyone can use. We’re a woman-founded MIT startup with a mission to make cities smart, social, and sustainable.

We are a rapidly growing urban technology company seeking an organized, people-person to join our Operations team as a Customer Service Coordinator. This role will manage customer service for our landowners, speaking with cities and municipalities to troubleshoot issues and keep signs running smoothly. They will also oversee the day-to-day activities of our contractors, ensuring that they are meeting their sign maintenance goals, and remotely troubleshoot issues with Soofa Signs across the country.

Working with our Operations team and contractors will also have huge potential for contributing to streamlining our maintenance processes and product. The Customer Service Coordinator is a remote role, with the option of a hybrid office working environment in the Boston/Cambridge Area.

Our ideal candidate is friendly and able to articulate important technical knowledge to people of diverse backgrounds. This role would be a great fit for those who are able to translate their problem-solving skills into actionable solutions to support customer needs.

Soofa is committed to building a diverse staff and strongly encourages BIPOC and minority applicants. US-based required, Boston or Cambridge MA-area preferred. Learn more about Soofa’s culture here

Responsibilities

• Manage customer support and work order system: Create tickets, schedule and follow up on dispatches
• Source and coordinate remote field contractors: negotiate service agreements and contract specifics such as rates, timelines, and scope of work.
• Onboard and train contractors, ensuring they have the necessary skills, equipment, and safety training required for the job.
• Maintain positive and healthy relationships with various contractors and internal teams to ensure customer service effectiveness
• Inventory Management: Accurately and reliability record and controls inventory assets
• Daily fleet analysis: Diagnose machine issues by utilizing performance graphs and data, Identify and troubleshoot malfunctioning signs through our custom IoT sensor platform
• Collaborate with engineering on to identify emerging trends and propose process and tool improvements
• Conduct regular check-ins with contractors to ensure work is being completed on time and to our standards.
• Other duties as assigned

Requirements

• • Strong organizational and time-management skills.
  • Experience with ticketing, work-order and or asset management software
  • Proven experience as a Contractor Coordinator or similar role equating to 2+ years of field maintenance experience
  • Excellent communication and negotiation skills.
  • Experience with ticketing, work-order and or asset management software
  • Experience using productivity tools, such Slack, Asana
  • Engineering or technical skill a plus

Candidate Characteristics

• • • Comfortable communicating with and coordinating remote work with others
    • A meticulous, detail oriented worker; nothing delights you more than an updated organized task list
    • Experience with Freshdesk and Service Fusion or similar support and contractor tools.
    • Curious and driven, excited to learn the ins and outs of Soofa’s product
    • Love of working cross-departmentally with many stakeholders
    • Has a solutions oriented mindset; big fan of puzzles

Bonus Points For

• • 1+ years’ startup experience
  • Any firmware or software experience
  • Knowledge of JavaScript or any programming language
  • Experience testing electronic boards using lab tools such as oscilloscope

Benefits

• • Best of both worlds: Soofa’s Cambridge HQ is open, safe, and compliant for anyone who wants to use it; or, work from anywhere
  • Free short- and long-term disability and life insurance
  • Generous healthcare, dental, and vision plans
  • Paid family time and parental leave
  • Flexible PTO
  • Dog-friendly office
  • Virtual and in-person team events
  • Company culture focused on talent development and caring personally

Soofa is an Equal Opportunity Employer that does not discriminate on the basis of race, creed, color, religion, national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, gender identity, pregnancy or pregnancy-related condition, genetic information, arrest record, or any other characteristic protected by applicable federal, state, or local laws. Soofa is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, and general treatment during employment.