TSaaS Coordinator

TSaaS Coordinator / Activation Engineer
Experience: 1-5 years
Budget- upto 5LPA

The TSaaS Coordinator / Activation Engineer ensures a superior customer experience by efficiently coordinating technician dispatches, managing vendor relationships, and maintaining high-quality service delivery standards. The role involves working closely with internal departments, third-party contractors (AICs), and vendor platforms such as Field Nation (FN) to ensure timely project execution.

1. Technician Scheduling & Dispatch Coordination

2. Analyze scope of work and assign suitable technicians.

3. Coordinate technician qualification for special projects.

4. Review post-dispatch deliverables and work orders.

5. Vendor & Portal Management (Field Nation & AIC)

6. Act as liaison between internal departments and vendor portals.

7. Publish and assign jobs in FN; route to vendors based on cost-effectiveness and skillset.

8. Monitor job responses, technician qualifications, and customer requirements.

9. Escalation & Issue Resolution

10. Handle issues related to no-shows, delays, or on-site technician behavior.

11. Administer and update AIC vendor portal data including user access, recruitment efforts, templates, and vendor profiles.

12. Reporting & System Management

13. Ensure timely updates in internal systems with dispatch and scheduling data.

14. Analyze trends and generate reports for process improvement.

15. VoIP Readiness Testing (VRT)

16. Understand company VRT standards.

17. Review test results and provide technical recommendations.

18. Compliance & Standards

19. Follow company and client policies.

20. Maintain quality and efficiency benchmarks to ensure customer satisfaction.

Excellent written and verbal communication skills

Experience working with US clients, customers, or vendors

Willingness to work in US business hours (night shift)

Immediate availability to join

Technician dispatch coordination

Field Nation (FN) platform handling

Vendor management and portal administration

Escalation handling and resolution

Client liaison and coordination

Report generation and trend analysis

Understanding of VoIP and Readiness Testing (VRT)

Invoice reconciliation and vendor payment tracking

Internal training on vendor tools and processes

Familiarity with CRM and ticketing systems

Knowledge of soft skills vs technical skill matching for job assignments