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Automation Service Coordinator

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Formic

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Location:
Colombia , Medellín

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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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

Additional Information:

Job Posted:
February 17, 2026

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