About the role
AssetWatch serves global manufacturers by powering manufacturing uptime through the delivery of an unparalleled condition monitoring experience, with a passion to care about the assets our customers care for every day. We are a devoted and capable team that includes world-renowned engineers and distinguished business leaders united by a common goal – To build the future of predictive maintenance. As we enter the next phase of rapid growth, we are seeking people to help lead the journey.
AssetWatch powers manufacturing uptime by delivering an unparalleled condition monitoring experience, with a passion to care about the assets our customers care for every day. We are a devoted and capable team that includes world-renowned engineers and distinguished business leaders united by a common goal.
We are growing FAST and seeking a Field Coordination Manager to lead our real-time field support and escalation function. This role is responsible for ensuring seamless execution of field operations by rapidly resolving issues, supporting field teams, and protecting the customer experience.
WHO YOU ARE
You thrive in fast-paced, high-pressure environments where no two days are the same
You are highly responsive and take pride in solving problems quickly and effectively
You are deeply customer-focused and see every issue as an opportunity to deliver excellence
You communicate with clarity, urgency, and empathy
You are a natural problem solver who can think on your feet
You are energized by supporting others and removing obstacles to success
You are comfortable jumping into any situation and taking ownership
You are a strong leader who can coach and develop a team in a dynamic environment
RESPONSIBILITIES
Own all real-time field support and escalation management
Act as the primary point of contact for urgent scheduling conflicts and field issues
Rapidly resolve issues such as technician availability, customer escalations, and schedule disruptions
Coordinate with Scheduling to adjust plans as needed while minimizing impact
Serve as the bridge between field teams, customers, and internal stakeholders during live operations
Ensure clear and timely communication across all stakeholders during issues
Monitor and improve time-to-resolution for field-related issues
Support field technicians with resources, information, and coordination needs
Identify recurring issues and partner with Scheduling to drive long-term solutions
Lead, coach, and develop a team focused on high-quality support execution
Maintain strong relationships with customers and internal teams
Support system and process improvements that enhance field visibility and responsiveness
EDUCATION AND EXPERIENCE
2+ years of experience in customer support, field operations, or coordination roles
Experience managing high-volume support environments
Experience leading or coaching teams
Strong communication and problem-solving skills
Experience with CRM and support tools (Salesforce preferred)
DESIRED SKILLS AND ATTRIBUTES
Excellent communication and interpersonal skills
Ability to remain calm and effective under pressure
Strong prioritization and decision-making abilities
Empathy and customer-first mindset
Highly adaptable and responsive
Strong collaboration skills across teams
KPI OWNERSHIP
- Time-to-resolution
- Customer experience / CSAT
- Field morale
- Escalation resolution effectiveness
The base salary range for this full-time position is posted below, plus equity and benefits. Variable pay, bonuses, and other cash compensation will be discussed throughout the interview process.
The salary range was determined by role, level, and location. Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range applicable to your location during the hiring process.
AssetWatch Salary Range (US)
$90,000—$110,000 USD
What We Offer
AssetWatch is a remote-first company that puts people at the center of everything we do. We want our team members to thrive - that’s why we offer a range of benefits and perks designed to support your well-being, growth, and work-life balance.
- Competitive compensation package including stock options
- Flexible work schedule
- Comprehensive benefits including retirement plan match
- Opportunity to make a real impact every day
- Work with a dynamic and growing team
- Unlimited PTO
We have a distributed team that works remotely across locations in the United States and Ontario, Canada. Collaboration within core working hours is required.