Operations Support Specialist

SONIFI® Solutions, Inc., the leader in technology solutions for the hospitality and healthcare industries, is looking to add a Field Operations Support Specialist to the team! The Field Operations Support Specialist will have responsibility for supporting the Field Operations department and the customer base. You will work as part of a team as well as independently to aid in the daily activities and reporting for the Field Service Department. This is a full-time, non-exempt, corporate-based position.

 

What you’ll do:

• Manage Overall Fieldwire License Counts for Implementations and Field Service.
• Create and manage all Third-Party Field Service Fieldwire Master Project templates including:
  • Create New Master Project Templates based on SOW from Third Party Vendors.
  • Create and Manage all Import Template Tasks.
  • Create and Manage all Master Project Checklists.
  • Create and Manage all Custom Fieldwire Forms.
  • Create and Manage all Custom Fieldwire Form Lists.
• Finalize FIT 365 and PM Fieldwire Projects. Verify all tasks upon completion; remove all members upon completion; and archive all FIT 365 and PM Fieldwire projects upon completion.
• Provide the following Fieldwire support for Field Service and Implementation staff:
  • Add or Change Members within all Fieldwire Project types.
  • Answer General How-To Questions.
  • Diagnose/Troubleshoot reported Fieldwire issues (typically providing training).
  • Provide Guidance/Training to general Fieldwire questions.
• Identify Process Flow Improvements and support API development. Understand the relationship between Salesforce Cases, FWO's, SA's and SONIFI Work Orders, and how they are associated with Fieldwire projects.
• Ensure Field Service Team members have access to SONIFI Work Order Fieldwire projects for scheduled QA Inspections, which are identified via Salesforce QA Dashboard/etc.; and, scheduled walk throughs, identified via Salesforce QA Dashboard/etc.
• Provide Training for all Fieldwire users.
• Monitor Dispatch Queue:
  • Monitor and ensure cases are not aging and appointments meet the service level agreement.
  • Provide exception reports for pending appointments.
  • Provide assistance with scheduling 3rd party projects.
  • Monitor and report field work order aging.
• Provide analytics, using pivot and look up tables.
• Assemble and disseminate weekly and monthly reporting for Field Service.
• Promote and maintain positive working relationships while working to meet departmental and company goals.
• Comply and adhere to departmental and company procedures and policies.
• Other projects and duties as assigned commensurate with the role. 

 

What you’ll need:

• An associate degree and a minimum of three (3) years of related experience, preferably in a technical environment; or the equivalent combination of education and/or work experience.
• Technical aptitude is required.
• Must be proficient with MS Office products. 
• Knowledge and utilization of various enterprise applications is preferred. 
• Must possess positive, professional customer service and communication skills.
• You must be able to build strong relationships; be a highly motivated self-starter with the ability to balance multiple priorities throughout the course of the day. 
• Must be detail oriented, patient, diligent, goal focused and committed to completing tasks. 
• Logical thinking with creative problem-solving skills will also serve you well in this role.
• You must demonstrate sound judgment and decision-making skills and be detail-oriented and self-motivated. 

 

Together, we can build your future! We offer a competitive salary and a great benefits package, which includes Health, Dental, Vision & Life Insurance, 401(k) with company match, 11 Company-paid Holidays, Paid Time Off and a variety of additional benefits!

 

SONIFI’s team is changing people's lives through memorable guest experiences - all delivered through an integrated technology and service platform. We work with global brands like AT&T, LG and Samsung and leverage technology from Google and Amazon. SONIFI's core solutions include interactive television, streaming, Internet access, Free-To-Guest, and healthcare integrations, along with unparalleled nationwide technical support and professional services.

 

SONIFI and SONIFI Health value diversity and we are proud to be an Equal Opportunity/Affirmative Action Employer. We consider all qualified applicants for employment regardless of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other protected status.

 

If you require assistance in filling out our online application due to a disability, please contact Human Resources at 605-988-1000. 

 

For more information about Equal Employment Opportunity, please visit:  https://www.eeoc.gov/.

 

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