Field Services Support Specialist (3rd Shift- 9:00pm-7:00am)

About the role

As a Field Services Support Specialist, you will be the first point of contact for facilities maintenance and operational support across the organization. This role is responsible for evaluating incoming work orders, troubleshooting problems remotely, determining appropriate resolutions, and coordinating service dispatch when necessary. This role requires strong customer service skills, attention to detail, and the ability to prioritize multiple responsibilities in a fast-paced environment.

What You'll Do

• Serve as a primary point of contact for store personnel, providing real-time facilities maintenance support and delivering exceptional customer service.
• Manage a high volume of incoming maintenance requests, troubleshoot when applicable, and coordinate initial response actions to ensure service level expectations are met.
• Create and route work orders based on established procedures, prioritizing emergency, high-impact, and time-sensitive issues.
• Escalate urgent or complex issues as needed to minimize operational disruptions and ensure business continuity.

What We're Looking For

• Strong written and verbal communication skills with the ability to effectively interact with store personnel, vendors, and internal business partners.
• Ability to work a flexible schedule, including support for a 24/7 operation as needed.
• Strong organizational skills with exceptional attention to detail and accuracy.
• One (1) year or more of experience in a customer service, call center, facilities support, or related environment preferred.
• Working knowledge of Microsoft Office applications, including Excel, Outlook, and Teams.
• Experience with ServiceChannel or other work order management systems is preferred.
• Strong problem-solving and decision-making skills with the ability to assess situations and determine appropriate next steps.
• Self-motivated with the ability to adapt to changing priorities and operational needs.

Available Schedule Options

• Four-Day Workweek: Four (4) 10-hour shifts per week, including one (1) weekend day.
• Work Location: This is an on-site position based in the office, with eligibility for one (1) remote workday per week.

Responsibilities

• Provides maintenance support to store operations and ensures exceptional customer service to all field personnel.
• Performs basic call taking and troubleshooting functions. Follows up on open service complaints and ensures a solution is met for vendor-related issues.
• Facilitates open communication with Technical Operators, Operations, and Facilities Services regarding maintenance support issues.
• Maintains basic knowledge of and ensures compliance with government and organizational requirements, policies, and regulations.