ABOUT THIS ROLE

The Field Service Program Coordinator sits at the intersection of Field Service operations, systems, and strategy, ensuring that our Field Service Partner (FSP) technician network is expertly onboarded, continuously trained, and supported by robust systems and workflows.This role blends process and project leadership skills along with hands-on “doer” activities with the end goal of ensuring our FSP network can successfully deliver on their mandate of providing exceptional service to LVT’s customers.

ROLE RESPONSIBILITIES

1. Partner Lifecycle & Onboarding

• End-to-End Lifecycle program: Design and coordinate the full lifecycle of FSP onboarding and offboarding.
• Process Creation: Establish a standardized process from contract execution to the first work order to ensure consistency. Implement that process in partnership with FSP Managers and other internal constituents responsible for FSP success.
• Credentials: Manage the creation and distribution of Field Service ID badges.

2. Process Optimization

• SOP Development: Design, document, and refine Standard Operating Procedures (SOPs) for applicable field service processes and procedures.
• Quality Assurance: Organize and conduct work order audits to ensure consistent instructions and details are provided to technicians.
• Network Administration: Own and manage  the Technician Territory Map. Assist in analyzing geographic gaps and collaborate with Field Service leadership in our recruitment strategies to achieve and maintain 100% coverage in areas where we serve.

3. Training & Communications

• Training Oversight: Oversee and track both initial onboarding and ongoing technician training programs.
• Communications Management: Manage the FSP communications process, including the distribution of Field Service Bulletins and training updates.

4. Systems Administration & Implementation

• System Admin: Serve as the FS system administrator for non-IT tasks (e.g., Intake Forms, Pre-delivery checklists, work order templates).
• IT Liaison: Partner with IT and Product Managers to prioritize ServiceNow/Oracle roadmaps, driving system automation, UI improvements, and data integrity.
• Operational Rollout: Translate product roadmaps into actionable training materials and operational workflows for internal teams and partners.

5. Strategic Coordination & Reporting

• Meeting Leadership: Own the planning and execution of quarterly FSP calls and FSP Advisory Board meetings, including agenda setting and slide deck preparation.
• Performance Tracking: Track and report on quarterly OKRs and department initiatives, driving tasks and timelines to ensure project completion.

OUR IDEAL CANDIDATE

• Experience: 3-5 years in field service operations, program coordination, or project management.
• Systems Proficiency: Hands-on experience with ServiceNow, Oracle, or similar Enterprise Resource Planning (ERP) / Field Service Management (FSM) platforms.
• Analytical Skills: Ability to analyze geographic data and service coverage maps to drive recruitment.
• Communication: Exceptional written and verbal communication skills for managing executive-level meetings and technical bulletins.

Organization: Proven ability to manage complex, multi-step lifecycles and cross-functional projects.

ABOUT THIS ROLE 

This role focuses on identifying, recruiting, and onboarding top field service partners nationally and internationally. Responsibilities include identifying, prospecting, pitching, and collaborating with internal teams to expand and refine our partner network. The ideal candidate understands what makes a strong partner to our business, ensuring a strategic and targeted approach. This position requires up to 40% travel to build relationships and oversee onboarding.

ROLE RESPONSIBILITIES

• Identify, recruit, and onboard high-quality field service partners nationally and internationally.
• Develop and manage a third-party service partner program to expand service capabilities through certified external providers.
• Conduct cold calls, meetings, and pitches to attract and engage potential partners.
• Collaborate with the channel sales team to identify prospects within existing networks.
• Continuously evaluate and improve the partner network, replacing underperforming partners as needed.
• Define and refine criteria for ideal partners to ensure a focused and strategic recruitment approach.
• Vet, onboard, and manage strategic service partners in key regions.
• Travel up to 40% annually to build relationships and oversee onboarding.

OUR IDEAL CANDIDATE 

• Proven experience in business development, partner recruitment, or sales, preferably in field services or a related industry.
• Strong ability to identify, vet, and onboard strategic partners on a national and international scale.
• Excellent cold-calling, pitching, and negotiation skills to engage potential partners.
• Experience collaborating with channel sales teams to expand partner networks.
• Ability to develop and manage a third-party service partner program effectively.
• Strong understanding of what makes an ideal field service partner to drive a targeted recruitment strategy.
• Willingness to travel up to 40% annually to build relationships and oversee onboarding.
• Exceptional communication, relationship-building, and organizational skills.