Remote Service Coordinator
This role will work one of the following shifts:
5:00am - 2:00 pm Colombia Time (GMT -5)
12:00pm - 9:00 pm Colombia Time (GMT -5)
About the team:
The Fleet Operations Team drives uptime and operational performance across Formic’s growing fleet of deployed robotic systems. Working inside live manufacturing environments, the team diagnoses issues, restores production, and continuously improves system reliability at scale. Fleet Operations operates at the intersection of robotics, controls, and real-world factory execution, ensuring Formic’s automation delivers consistent, measurable performance across diverse industrial applications.
About the role:
As a Fleet Operations Specialist, you support the day-to-day execution of Formic’s Field Service organization. You serve as a real-time coordination hub for inbound service requests, technician scheduling, and customer communication.
This role is focused on operational execution. You will triage service needs, align schedules, document activity, and ensure technicians and customers stay informed during active service events. Your work directly improves response time, technician efficiency, and customer experience across Formic’s deployed robotic fleet.
Success in this role requires strong organization, structured thinking, and composure in fast-moving environments where clarity and responsiveness matter.
In this role you will:
Maintain and adjust the live Field Service Engineer schedule to reflect shifting priorities, travel plans, and technician availability
Serve as the first point of coordination for inbound service requests during assigned coverage windows
Triage incoming issues to determine urgency and route to the appropriate technician or internal team
Document service activity, timelines, and follow-up actions in MaintainX, Salesforce, or related systems
Prepare daily service summaries and support service huddles to align on open issues and coverage gaps
Support shift transitions and on-call handoffs with clear documentation
Provide structured customer updates during active service events
Escalate complex or high-risk issues with clear context and documentation
Partner with Field Service Engineers to ensure tickets are completed and closed accurately
What makes you a great fit:
Experience in service coordination, dispatch, operations support, or similar roles
Strong organizational skills and ability to manage competing priorities
Clear written and verbal communication skills in customer-facing environments
Comfort working across CRM, ticketing, and scheduling systems
Structured thinker who gathers relevant information before acting
Professional composure in fast-paced, uptime-critical environments
Compensation
Compensation for this remote contractor role will be determined based on the scope of work, level of responsibility, and the contractor’s experience. The final compensation structure will be outlined in the independent contractor agreement.
Our Total Rewards
At Formic, we believe people do their best work when they feel supported both professionally and personally. For international consultants, we offer a focused set of benefits and engagement perks designed to support flexibility, ownership, and impact, including:
Equity in Formic: Participate in our stock option program and share in the success of a fast-growing start-up backed by leading global investors
Home Office Stipend: A one-time allowance for fully remote and hybrid employees to support an at-home or on-the-road work setup
Monthly Cell Phone Reimbursement: Monthly stipend toward personal phone and internet expenses
Flexible Time Off: Take the time you need, when you need it, supported by our flexible PTO policy