Regional Operations Coordinator

Manada Technologies • Celebration, FL

3d • Hybrid

About The Position

Manada Technologies is a leader in white-labeled national services, specializing in installation, logistics, and integration. We deliver scalable, turnkey solutions to include telecommunications, consumer electronics, smart home, security, and retail industries. We are seeking a driven and detail-oriented Regional Operations Coordinator to serve as the critical bridge between our customer-facing call center operations and our regional field installation teams. This hybrid role combines the responsiveness of a Customer Service Representative with the operational oversight of a Regional Operations Coordinator, giving the right candidate a unique opportunity to own both the customer experience and field execution outcomes. The ideal candidate is a proactive, organized communicator who thrives in fast-paced environments, handles escalations with composure, and understands the mechanics of scheduling, dispatch, and service delivery. This person will support Regional Directors and Installation Managers in managing partner workflows, customer escalations, and field coordination — ensuring every job is tracked, every customer is communicated with, and every technician has what they need to succeed.

Requirements

• 2–4 years of experience in customer service, call center operations, field coordination, or a related role.
• Demonstrated understanding of scheduling, route management, dispatch, or service delivery workflows.
• Proficiency in Microsoft Outlook, Word, and Excel; comfortable navigating CRM, ticketing, or dispatch systems.
• Exceptional written and verbal communication skills — able to respond clearly and professionally under pressure.
• Strong organizational skills with the ability to manage multiple open issues simultaneously without losing accuracy.
• Excellent attendance record and strong time management discipline.
• Ability to operate standard office equipment and work effectively in an on-site office environment.

Nice To Haves

• Prior experience supporting field technicians, installation teams, or service delivery operations.
• Background in a partner- or client-facing coordination role.
• Familiarity with KPI tracking and basic operational reporting.
• Experience with field service management platforms (e.g., ServiceMax, FieldEdge, Salesforce Field Service, or similar).

Responsibilities

• Serve as the primary point of contact for inbound customer and partner inquiries via phone, email, and system queues.
• Own first-line escalation handling — investigate, resolve, and document customer complaints and service failures in a timely and professional manner.
• Communicate proactively with customers regarding appointment status, delays, rescheduling, and resolution outcomes.
• Support Regional Directors with partner escalations, ensuring all issues are triaged, routed, and resolved appropriately.
• Maintain accurate records of all customer interactions, escalations, and resolutions in the CRM/ticketing platform.
• Coordinate scheduling and dispatch of field technicians, ensuring optimal route management and on-time job completion.
• Monitor daily work order status across assigned regions — track open, in-progress, and completed jobs in real time.
• Collaborate with Installation Managers to address capacity gaps, reschedules, and resource reallocation needs.
• Act as the internal communication hub between field teams and office operations, relaying updates, priority changes, and special instructions.
• Ensure all work orders are properly documented, assigned, and closed out with accurate completion data.
• Identify scheduling bottlenecks, recurring dispatch issues, or technician performance trends and escalate to management with supporting data.
• Produce daily and weekly operational reports covering job completion rates, escalation volume, and customer satisfaction metrics.
• Maintain and update scheduling tools, dispatch logs, and route management systems with a high degree of accuracy.
• Assist with standardizing internal workflows and documentation to improve consistency across regions.
• Support leadership with ad-hoc data pulls, performance tracking, and operational analysis as needed.

Benefits

• Competitive hourly compensation $21/hr based on experience)
• 401(k) retirement plan
• Paid Time Off (PTO)
• Comprehensive medical, dental, and vision benefits
• Paid training and onboarding
• A high-visibility role with direct impact on customer experience and field outcomes
• A collaborative, growth-focused environment with a clear path to advance into field operations leadership

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed