Automation Service Coordinator Job at Formic (Medellín)

Job Description

The Automation Service Coordinator plays a critical role in enabling the daily execution of our Field Service organization. In this role, you will own the service scheduling rhythm, monitor customer site needs, triage inbound communications, and ensure the right technician is deployed at the right time. You will serve as the front line for inbound service calls, gathering key context quickly and routing issues to the appropriate engineer or internal team. You will act as a force multiplier for the team by reducing noise, improving response time, and creating clarity in a fast-moving environment with shifting priorities.

Job Responsibility

Answer inbound calls from customers and partners with professionalism and urgency
Gather key context to determine whether the request requires technical support, service dispatch, or escalation
Route calls to the correct Field Service Engineer or internal team based on region, expertise, and availability
Log call details and follow-up items in ticketing, Slack, email, and CRM systems
Maintain and adjust the live Field Service schedule to reflect real-time changes and shifting priorities
Monitor incoming emails, alerts, and customer updates to identify risks and action items
Track travel plans, site access windows, and technician availability to prevent gaps or overlaps
Escalate urgent issues early when leadership visibility is required
Prepare and facilitate daily service huddles with clear visibility into upcoming work, coverage needs, and open issues
Support shift transitions and weekend/on-call handoffs by capturing and documenting key updates
Escalate site delays, resourcing gaps, and repeat issues as needed
Maintain documentation and standard work related to scheduling, call handling, and service workflows
Partner with service leadership to improve tools, processes, and operational clarity
Use Slack, MaintainX, Salesforce, and internal systems to support day-to-day execution
Track technician utilization, site coverage, and system downtime
Identify trends in call types, repeat issues, and areas where better routing or documentation would help reduce friction

Requirements

3-5 years of experience in service coordination, customer support, technical scheduling, or dispatch operations
Experience supporting field service teams in automation, robotics, manufacturing, or industrial environments
Comfort operating across multiple systems and communication channels simultaneously
Fast, clear communicator with a calm and professional phone presence
Advanced English proficiency (CEFR C1 or higher) required to confidently manage live customer calls and technical conversations

What we offer

Equity in Formic: Participate in our stock option program and share in the success of a fast-growing start-up backed by leading global investors
Home Office Stipend: A one-time allowance for fully remote and hybrid employees to support an at-home or on-the-road work setup
Monthly Cell Phone Reimbursement: Monthly stipend toward personal phone and internet expenses
Flexible Time Off: Take the time you need, when you need it, supported by our flexible PTO policy

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Automation Service Coordinator

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