Automation Service Coordinator
Formic
Who We Are:
At Formic, we’re on a mission to revolutionize American manufacturing and create more abundance in the world. We believe in continuing the American legacy of innovation by making automation accessible to all manufacturers and increasing their factory productivity by 10x.
Supporting us in our mission, with investments thus far totaling over $60 million, are backers including Lux Capital, Initialized Capital, Blackhorn Ventures, Mitsubishi HC Capital NA, and CEOs and founders of multiple Fortune 50 companies.
About the Fleet Operations Team:
The Fleet Operations team is responsible for delivering uptime, performance, and insight across Formic's nationwide fleet of robotic systems. This team is deeply technical and customer-facing—at the intersection of automation engineering, field service, and business impact.
The Automation Service Coordinator plays a critical role in supporting the daily execution of the Field Service team. This role owns the service scheduling rhythm, monitors customer site needs, triages inbound communications, and ensures the right technician is deployed at the right time. You’ll be the front line for inbound service calls, working quickly to gather key context and direct the issue to the appropriate engineer.
You’ll serve as a force multiplier for the team — reducing noise, improving response time, and creating clarity in the midst of shifting priorities.
In this role you will support:
Inbound Call Management
- Answer inbound calls from customers and partners with professionalism and urgency
- Gather key context and determine whether the call is for technical support, service dispatch, or escalation
- Route calls to the correct Field Service Engineer (FSE) or internal team based on region, expertise, and availability
- Log key call details and follow-up items in the appropriate systems (ticketing, Slack, email, or CRM)
Daily Operations
- Maintain and adjust the live FSE schedule to reflect real-time changes and shifting priorities
- Monitor incoming emails, alerts, and customer updates to identify potential risks or action items
- Track travel plans, access windows, and technician availability to prevent gaps or overlaps
- Communicate early when issues require leadership attention
Team Coordination
- Prepare and facilitate daily service huddles, providing a clear view of upcoming site 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, or repeat issues as needed
Process and Systems
- Maintain documentation and SOPs related to scheduling, call handling, and service workflows
- Partner with service leadership to refine tools and processes to reduce friction
- Use Slack, MaintainX, Salesforce, and internal systems to support day-to-day execution
Metrics & Reporting
- Track technician utilization, site coverage, and system downtime
- Identify trends in call types, repeat issues, and areas where better routing or documentation would help
What makes you a great fit:
- 3–5 years in service coordination, customer support, technical scheduling, or dispatch operations
- Experience in automation, robotics, field service, or manufacturing environments
- Comfortable working across multiple systems and communication tools
- Fast, clear communicator with a calm, professional phone presence. Exceptional English speaking proficiency
#LI-MB1
What we look for:
We’re building a company from the ground up, so every single person we hire has a massive impact on our team, culture, and ability to accomplish our mission. While each individual brings their own unique skills and perspectives to Formic, we look for people who share our vision and act in alignment with our Operating Principles. If this sounds like you, Formic could be the place for you!
- Fearless Optimism: You share our ambitious vision of what we can accomplish. You’re aware of the challenges we will face as a startup doing new things in an old space, but you’re energized by the incredible opportunity we have to drive change for our customers, and for the manufacturing industry at large.
- Factories First: You have a strong customer focus, no matter who your customer is. You seek to make things easier and better for our customers, even if it makes your job a little harder.
- Today, Not Tomorrow: There are always plenty of projects to tackle in a startup, but you prioritize, take accountability for work, and have a bias toward action.
- Be Right Often: You don’t do things just because that’s how they’ve always been done. You keep looking for ways to improve, seek out feedback along the way, and back your decisions up with data.
- Made of Rubber: Just like rubber, when you fall you bounce back up. You know there’s going to be a lot of challenge and change in our work ahead but you are adaptable, resilient, and ready to thrive through it all.
- Good Baton Passes: You work with a desire to make things easier and better for your team members. You use empathy to understand the needs and goals of others and support each other so Formic can be successful together.
Equal Opportunity
Formic is an equal opportunity employer. We do not discriminate on the basis of race, color, religion or religious creed, sexual orientation, gender, gender identity, marital status, family or parental status, disability, military or veteran status, or any other basis protected by law. All employment decisions are based on a person’s merit, business needs, and role requirements. If you require further accommodations or have questions regarding accessibility of our roles, please reach out to careers@formic.co.
AI Use
At Formic, fairness and transparency are at the heart of our hiring process. We use AI-powered tools in some interviews to help our teams evaluate candidate responses, but all final hiring decisions are made by humans. You can learn more about how AI is used in our recruitment process by reviewing our AI Hiring Disclosure linked here.
**Important Notice on Recruitment Scams
Formic has been made aware of fraudulent outreach claiming to represent Formic through various scam or phishing attempts. Please note that all communications from Formic will come from a verified @formic.co email address or verified LinkedIn account. Formic will never ask you to download unsolicited documents, schedule interviews via third parties without prior application, or share personal or financial information. If you receive suspicious outreach, please disregard it and report it to careers@formic.co.