Field Service Program Specialist

Job description

The Field Service Program Specialist partners with the Corporate Field Service Manager to provide operational governance for third-party field service providers and technicians. This role acts independently to set day-to-day priorities, lead complex issue resolution, and drive consistent performance to established standards, SLAs, and customer experience expectations. The Specialist proactively identifies risks and trends, coordinates cross-functional response plans, and drives measurable service improvements through data-based insights, process standardization, and provider performance management. This role supports third-party provider lifecycle management, service quality governance, and continuous improvement initiatives, and independently leads routine-to-moderate escalations, performance follow-up, and stakeholder reporting. The Specialist builds and maintains KPI definitions and reporting standards, and supports strategic planning by preparing insights, trends, and recommended actions. Third-Party Provider & Technician Support: - Serve as the primary operational contact for assigned providers, using independent judgment to triage issues, coordinate cross-functional support,...