TSaaS Coordinator / Activation Engineer

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

   • Analyze scope of work and assign suitable technicians.

   • Coordinate technician qualification for special projects.

   • Review post-dispatch deliverables and work orders.

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

   • Act as liaison between internal departments and vendor portals.

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

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

3. Escalation & Issue Resolution

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

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

4. Reporting & System Management

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

   • Analyze trends and generate reports for process improvement.

5. VoIP Readiness Testing (VRT)

   • Understand company VRT standards.

   • Review test results and provide technical recommendations.

6. Compliance & Standards

   • Follow company and client policies.

   • 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