Field Support Coordinator

The Field Service Coordinator coordinates field service operations for Skydio X10 Dock products, managing the complete lifecycle of service work orders from creation through completion. This role schedules service appointments, coordinates parts logistics, tracks repairs, and ensures accurate documentation. The FSC serves as a point of coordination between customers, Field Service Technicians, third-party providers, and internal teams to ensure timely service delivery and operational efficiency.

Responsibilities

• Schedule and coordinate field service appointments with customers, Field Service Technicians, and third-party service providers.
• Manage work orders from creation through completion, ensuring timely updates and accurate documentation.
• Monitor and manage the Field Service RMA Jira queue, ensuring repair requests are routed and processed efficiently.
• Create sales orders for replacement parts and coordinate shipment to customers, technicians, and repair locations.
• Track replacement parts and ensure returned components are received, documented, and processed according to company procedures.
• Coordinate preventative maintenance work orders and recurring service activities with customers and third-party vendors.
• Collaborate closely with Customer Support, Logistics, Repair Operations, and other internal teams to ensure seamless service delivery.
• Maintain accurate service documentation within Jira, Salesforce, and other related business systems.
• Communicate service status, scheduling updates, and logistical information to internal stakeholders and customers.
• Identify scheduling conflicts, resource constraints, and process improvements to optimize field service operations.

Requirements

• Experience coordinating field service operations, service scheduling, dispatch, or technical support.
• Strong organizational skills with the ability to manage multiple work orders simultaneously.
• Experience using Atlassian Jira, Salesforce, or similar CRM and ticketing platforms.
• Order management experience.
• Familiarity with RMA processes and service logistics.
• Experience coordinating third-party vendors or field service providers.
• Excellent written and verbal communication skills.
• Strong customer service mindset
• Ability to prioritize competing demands
• Interest in robotics, drones, or connected hardware products is a plus.
• Experience with work order management, coordinating field service, dispatch, technical support operations, customer operations, or a related field.
• Demonstrated ability to manage multiple priorities in a fast-paced environment.
• Strong attention to detail and commitment to process accuracy.
• Knowledge of RMA workflows and service logistics.
• Experience creating and tracking sales orders or parts fulfillment requests.
• Strong interpersonal and customer communication skills.
• Experience with Jira, Salesforce, or equivalent service management platforms.
• Proficiency with Microsoft Office and Google Workspace.
• Ability to analyze issues, identify process improvements, and drive work to completion.

Nice to have

• Experience supporting Public Safety, Utilities, or Infrastructure customers.
• Knowledge of inventory, logistics, or parts fulfillment processes.
• Experience with service analytics and operational reporting.

Benefits

• Compensation: At Skydio, our compensation packages for regular, full-time employees include competitive base salaries, equity in the form of stock options, and comprehensive benefits packages. Compensation will vary based on factors, including skill level, proficiencies, transferable knowledge, and experience. Relocation assistance may also be provided for eligible roles. The annual base salary range for this position is $70,000 - $95,000*. Fundamentally, we believe that equity is the key to long-term financial growth, and we ensure all regular, full-time employees have the opportunity to significantly benefit from the company's success. Regular, full-time employees are eligible to enroll in the Company’s group health insurance plans. Regular, full-time employees are eligible to receive the following benefits: Paid vacation time, sick leave, holiday pay and 401K savings plan. This position and all associated benefits are subject to applicable federal, state, and local laws, as well as the Company’s policies and eligibility criteria.