Remote Service Coordinator

Who we are: Formic is on a mission to reshape American manufacturing by making automation accessible to every factory. As labor constraints rise, costs increase, and global competition intensifies, automation is no longer optional for manufacturers that want to stay competitive. We deliver automation through a Robotics-as-a-Service model that combines industrial robotics, proprietary software, and full-service support into a single, integrated solution. By removing the traditional barriers of cost, complexity, and risk, we enable manufacturers to deploy automation quickly and realize measurable gains in throughput, safety, and operational efficiency without large upfront capital investment. Backed by leading investors including Lux Capital, Initialized Capital, Blackhorn Ventures, and Mitsubishi HC Capital North America, Formic is scaling rapidly and building the foundation for a new era of high-performance, Made in America production. 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 Remote Service Coordinator, you will play a critical role in supporting the day-to-day execution of our Field Service organization. You will manage service scheduling, monitor customer site needs, triage inbound communications, and ensure the right technician is deployed at the right time. You will serve as the first point of contact for inbound service calls, quickly gathering key context and routing issues to the appropriate field engineer or internal team. Success in this role requires strong organizational discipline, clear communication, and the ability to maintain clarity in a fast-moving environment with shifting priorities. In this role you will: Answer inbound calls from customers and partners with professionalism and urgency Gather key context to determine whether the request requires technical support, service dispatch, or escalation Route calls to the correct Field Service Engineer or internal team based on region, expertise, and availability Log call details and follow-up items in ticketing, Slack, email, and CRM systems Maintain and adjust the live Field Service schedule to reflect real-time changes and shifting priorities Monitor incoming emails, alerts, and customer updates to identify risks and action items Track travel plans, site access windows, and technician availability to prevent gaps or overlaps Escalate urgent issues early when leadership visibility is required Prepare and facilitate daily service huddles with clear visibility into upcoming work, coverage needs, and open issues Support shift transitions and weekend/on-call handoffs by capturing and documenting key updates Escalate site delays, resourcing gaps, and repeat issues as needed Maintain documentation and standard work related to scheduling, call handling, and service workflows Partner with service leadership to improve tools, processes, and operational clarity Use Slack, MaintainX, Salesforce, and internal systems to support day-to-day execution Track technician utilization, site coverage, and system downtime Identify trends in call types, repeat issues, and areas where better routing or documentation would help reduce friction What makes you a great fit: 3-5 years of experience in service coordination, customer support, technical scheduling, or dispatch operations Experience supporting field service teams in automation, robotics, manufacturing, or industrial environments Comfort operating across multiple systems and communication channels simultaneously Fast, clear communicator with a calm and professional phone presence Advanced English proficiency (CEFR C1 or higher) required to confidently manage live customer calls and technical conversations 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-ho