Field Service Operations Coordinator

Remote

About the Role: 

We are creating a new Field Service maintenance and repair capability to support the new Skydio X10 Dock products used by public safety, utility, infrastructure and other public and private entities that fly sUAS drones 24/7.  This new role works at the intersection of technical support, logistics and field service to ensure people and parts arrive at the right location, at the right time.  It also ensures that the post-service actions including service acceptance and material returns are properly closed out.

More generally, you’ll be part of a team that is defining the exciting world of autonomous beyond visual line-of-sight flight!  You’ll experience firsthand what it’s like to fly the Skydio X10–both in the real world and in the new Skydio Paraverse simulator.  You’ll be part of a high-performing team that takes on difficult challenges and delivers awesome outcomes.  This role may also provide an excellent pathway to careers in Customer Support, Customer Success, Deployment Engineering and other go-to-market roles over time.

How you’ll make an impact

You’ll collaborate with Customer Support Representatives (CSRs) as they hand off validated service requests to be scheduled.  You’ll create Work Orders and initiate requests for material and part shipments.  You’ll manage scheduling of Field Service Technicians (FST) from the Skydio Field Services team and/or third party service providers at times acceptable by the customer and SLA compliance.  You’ll manage in-progress service appointments to quickly respond to unexpected delays and surprises, always with the goal of finding the shortest path to an X10 Dock’s Return to Service (RTS).  You’ll be responsible for confirming the service appointment was completed to the customer’s satisfaction, and that all materials are accounted for and returned to the appropriate depots.  

Service Work Order Management

• Create and manage service and repair work orders in the Skydio CRM system.
• Ensure accurate documentation of service requests, repair requirements, and customer details.

Parts Logistics & Dispatching

• Coordinate shipment of parts and replacement components to customer and partner locations.
• Track parts movement and ensure delivery availability for scheduled repairs.
• Manage return of defective parts for RMA processing and failure analysis.

Scheduling & Technician Coordination

• Schedule onsite service with customers, Skydio FSTs and service partners.
• Align FST availability with related material shipment, FST travel, and contractual service-level agreements (SLAs).
• Monitor technician schedules and adjust as needed to address last-minute change-in-plans or delays.

Customer Interaction & Sign-Off

• Communicate repair timelines, part delivery status, and technician schedules to customers.
• Ensure customer acceptance of completed work, including proper documentation of sign-off and satisfaction.

RMA & Return Tracking

• Oversee the return process for defective or replaced parts with the customer and/or the FST.
• Track returned materials through RMA systems to ensure receipt by the appropriate entity (e.g., return-to-inventory, failure analysis)

Operational Reporting & Continuous Improvement

• Maintain accurate service records, part inventories, and work order logs.
• Generate reports on service performance metrics, turnaround times, and parts utilization.
• Recommend process improvements to streamline operations and enhance customer experience.

Success Metrics

• On-time scheduling and completion of service jobs.
• Accuracy and timeliness of parts dispatch and returns.
• High customer satisfaction ratings post-service.
• X10 Dock Return to Service elapse time.
• Efficient utilization of logistic and FST hours.

What would make you a good fit: 

Education & Background

• Bachelor’s degree in Business Administration, Operations Management, or a related field, or equivalent professional experience.
• 1–3 years of experience in field service coordination, service operations, logistics, or customer service roles.

Technical & Professional Skills

• Proficiency with office productivity applications (e.g., spreadsheets), CRM (e.g., Salesforce), analytics (e.g., Databricks).
• Knowledge of parts logistics and RMA processes, including return tracking and warranty workflows.
• Strong scheduling and resource allocation skills, ideally with dispatching software experience.
• Competency in Excel, Google Workspace, or other reporting tools to track and present service performance metrics.

Soft Skills & Competencies

• Excellent communication skills, both written and verbal, with the ability to interact professionally with customers, technicians, and cross-functional teams.
• Highly organized with strong attention to detail and ability to juggle multiple tasks simultaneously.
• Strong problem-solving and troubleshooting skills to resolve scheduling conflicts, part shortages, or customer escalations quickly.
• Self-motivated problem solver, eager to learn.
• Possess high EQ and the ability to rally others around a common goal.
• Customer-first mindset with a focus on ensuring satisfaction and service excellence.
• Ability to thrive in a fast-paced environment and adapt to shifting priorities.

Additional Requirements and Knowledge

• Willingness to occasionally perform limited work after-hours or weekends to support urgent field service requests.
• Familiarity with drones, electronics, or industrial equipment is a plus but not required.

Compensation: The hourly rate for this position is $27.88 to $39.23 USD.  Compensation will vary based on factors, including skill level, proficiencies, transferable knowledge, and experience.

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