Field Service Operations Specialist
Date: Nov 6, 2025
Location: Marlborough, MA, US, 01752
Company: Optos
Field Service Operations Specialist
Location: Marlborough, MA
Role Overview
Manage the end-to-end life cycle of field service work orders—from dispatch to completion—ensuring accurate documentation and driving KPI performance. Coordinate parts logistics, third-party provider scheduling, and tooling. Own service data integrity, process optimization, and enhance customer satisfaction, efficiency, and cost control.
Key Responsibilities
|
Task Area |
Responsibilities |
|
Work Order Management |
Review, assign, and dispatch work orders to engineers and third-party techs; verify site readiness and manage scheduling. |
|
Customer & Tech Coordination |
Liaison with customers to set expectations; support field team with documentation, escalations, and arrival details. |
|
Documentation & Data Integrity |
Maintain detailed CRM logs, validate service notes, ensure completion of documentation, and record all communications. |
|
Parts & Tooling Logistics |
Order and track parts, manage tooling dispatch and returns, and maintain inventory accuracy. |
|
Performance & Reporting |
Monitor key service metrics (MTTD, MTTR, MTTC), generate dispatch/repair/close reports. |
|
Quality & Process Improvement |
Identify recurring issues, collaborate on corrective actions with Quality and Engineering teams, and support compliance with ISO/FDA/GMP. |
|
Process Documentation & Training |
Map workflows, suggest system enhancements, and develop training for CRM users. |
|
Third-party Oversight & Escalations |
Communicate with external providers, track their performance, and escalate critical cases to safeguard uptime and SLAs. |
Minimum Qualifications
- Bachelor’s degree or equivalent technical experience.
- CRM experience (preferably Microsoft Dynamics 365).
- Proficient in Excel (e.g., VLOOKUP, conditional logic, date/time functions).
- Strong attention to detail with excellent documentation and organizational skills.
- Proactive and process-driven mindset; ability to identify risks and escalate when needed.
- Effective time-management and ability to work under tight deadlines.
- Collaborative, flexible team player with strong verbal/written communication.
BENEFITS
At Optos, we offer a highly competitive compensation and benefits package.
- Eligibility for company bonus program.
- The range for this position is $28.50 - $31.25 per hour based on experience.
EQUAL OPPORTUNITIES EMPLOYER
We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, age or protected veteran status.
If you feel you have the necessary skills and experience and want to join a great team, please click on the Apply button!
Nearest Major Market: Boston