Field Service Program Specialist

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, and proactively manage and escalate risks to ensure timely resolution and minimal service disruption.
• Own provider onboarding including credential verification and tracking, documentation controls, and compliance tracking; ensure records are complete, current, and audit-ready for third-party field service providers and technicians.
• Lead recurring provider performance reviews (e.g., weekly/monthly operating rhythms) and drive corrective action plans through closure; identify and escalate chronic performance concerns to the Corporate Field Service Manager.

Performance Tracking & Reporting

• Create and implement KPI frameworks, definitions, and measurement methods that support overall service excellence; establish reporting logic and data quality checks to ensure consistent, trusted metrics across providers.
• Develop and maintain performance scorecards, dashboards, and recurring reports; synthesize trends into clear insights (leading indicators, risks, root-cause themes) and present findings and recommendations to the Corporate Field Service Manager and key stakeholders to enable timely decisions.
• Analyze variances and emerging risks in provider performance and customer experience data; define problem statements, initiate appropriate escalation paths, and coordinate corrective actions with providers and internal partners to restore performance.

Service Quality & Compliance Support

• Lead risk-based provider audits and documentation reviews; define audit checklists/criteria, document findings, and communicate results to the Corporate Field Service Manager.
• Drive remediation plans resulting from audits or performance reviews, including corrective/preventive actions, due dates, and verification of effectiveness through follow-up reviews and metric validation.
• Monitor and support compliance with safety regulations and internal service standards; identify compliance risks, initiate corrective actions, and escalate significant concerns to the Corporate Field Service Manager.

Operational Coordination

• Own the intake and governance of service escalations, including severity definitions, action plans, timelines, and stakeholder communications; lead cross-functional resolution for complex cases and ensure documented root-cause and prevention actions through closure.
• Create and maintain coverage maps, capacity models, and forecasting tools; identify gaps and constraints, and provide data-based recommendations to optimize provider coverage and response capacity.
• Own the review and validation of supplier invoices (labor, parts, and fees), partnering with Finance/Procurement to resolve discrepancies and ensure spend aligns to contracted rates and cost targets.

Continuous Improvement Support

• Identify process gaps and recurring issues using data, field feedback, and escalation themes; develop and implement solutions, standard work, and controls that reduce rework and improve service outcomes.