Field Service Operations Specialist

Job Title: Field Service Operations Specialist 
Location: Marlborough, MA

ROLE SUMMARY
The Field Service Operations Specialist oversees the full lifecycle of third-party work orders from dispatch through completion and documentation.  This role supports operational excellence through KPI metrics reporting, service data validation, and proactive process optimization within the field service systems. Additional responsibilities will include managing tooling logistics, internal parts orders, and module-level fault analysis. This position will make a positive impact on cost reduction, inventory accuracy, field service efficiency, and customer satisfaction. Ensures continued collaboration with Customer Service to meet customer needs and priorities. Interfaces with Optos and third-party service personnel to release documentation and service procedures in line with GMP standards and regulations. Compliance guidelines for ISO and FDA standards are to be implemented within our Quality system for handling of service procedures along with tooling requirements.

ESSENTIAL DUTIES AND RESPONSIBILITIES
•    Generate reports to track performance and support decision-making.
•    Build and update process maps to improve service workflows.
•    Track third-party vendor performance using KPIs and Service Data.
•    Manage field service tooling logistics and work with Global Training/Field Service Management teams to support field growth.
•    Dispatch field service engineers and third-party vendors to customer sites for corrective repairs to reduce system downtime – inclusive of both reactive and proactive service.
•    Process parts ordering internally for all field-based teams.
•    Work with third-party vendors to ensure delivery of service instructions and manuals with proper procedures in place. 
•    Review and close third-party work orders with the correct documentation and details.
•    Ensure Field Service dispatch activities help drive improvements in service metrics.
•    Assist with the collection and analysis of field data in support of strategies and plans and to provide status of field service performance. 
•    Escalate all downtime or conflict emergencies to service managers.

MINIMUM QUALIFICATIONS
•    Bachelor’s degree or equivalent technical education gained through work experience.
•    Excel proficiency using Data Lookup, Conditional Logic, and Date & Time formulas (IF, VLOOKUP).
•    CRM System Experience (preferably Microsoft Dynamics CRM 365).
•    Detail-Oriented with strong documentation and organizational habit.
•    Proactive mindset with the ability to escalate or report blind-spots to manage.
•    Problem-solving and process oriented.
•    Ability to produce high quality work under pressure and within tight timescales.
•    An ability to work within tight deadlines and manage time effectively.
•    Strong team player with flexible attitude to work priorities.
•    Excellent written and verbal communication skills.
•    Strong understanding of networking and good computer skills (MS Office applications).

BENEFITS
At Optos, we offer a highly competitive compensation and benefits package.
•    Eligibility for company bonus program.

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!