Resourcing Coordinator - Dispatcher USA EDT

Indigo is a strategic operational partner for critical digital infrastructure. We help customers design, deploy, support and scale the infrastructure their businesses rely on, giving them greater control, consistency and confidence. Our teams work across subsea, terrestrial, wireless, data centre and NOC environments, bringing specialist expertise, 24/7 support, field services and managed services together under one accountable model. 

Being part of Indigo means working in a business where operational excellence, customer trust and doing things properly matter. We support customers in complex, performance-critical environments, helping them reduce risk, protect performance and deliver with confidence. Our people are central to that mission, bringing the skill, responsiveness and accountability needed to support the next generation of digital infrastructure. As an Investors in People Gold accredited employer, we're committed to investing in the growth and development of our people. 

Sitting within the Global Service Delivery team, the Resource Coordinator is responsible for planning, scheduling and coordinating engineering resources across the United States and Canada. Working closely with Engineering Managers, Partner Managers and operational teams, you'll ensure the right resources are deployed to customer incidents, maintenance activities and project work while maintaining service levels, resource utilisation and operational efficiency. 

The role requires an understanding of field service delivery within telecommunications, network infrastructure, managed services or data centre environments, enabling you to align the right technical resource to the right activity and support successful customer outcomes. 

This is a fully remote role supporting the Eastern Daylight Time Zone and is critical to ensuring the effective delivery of field services across North America.

What You'll Do 

• Plan and schedule engineering resources for break-fix, maintenance and project activities across North America. 
• Coordinate internal engineers and third-party partners, ensuring resources are assigned based on skills, availability, location and operational requirements. 
• Manage work allocation and scheduling activities through Salesforce Field Service Lightning (FSL), Field Nation and other field service management platforms. 
• Review scopes of work and resource requirements to ensure appropriately skilled engineers are assigned to customer activities. 
• Maintain awareness of engineering competencies, certifications and technical skillsets to support effective resource allocation. 
• Support the delivery of field services across network infrastructure, connectivity, cabling and data centre environments. 
• Review completed works and technician deliverables, ensuring customer requirements have been met and records are accurately maintained. 
• Maintain accurate records relating to resource availability, utilisation, training activities and absences. 
• Monitor resource capacity and utilisation, supporting workforce planning and forecasting activities. 
• Ensure customer service levels are achieved through effective scheduling, coordination and escalation management. 
• Manage and maintain access cards, keys and site access records. 
• Coordinate onboarding activities for new engineers, including access requirements, training and system setup. 
• Support maintenance of engineering skills matrices and coordinate training and shadowing opportunities. 
• Work closely with Service Delivery, Engineering, Project Management and Partner Management teams to continuously improve resource planning and operational performance. 
• Lead regular resource planning meetings and maintain accurate service and scheduling records. 

Essential 

• High school diploma, GED or equivalent, with at least five years' experience in resource coordination, dispatch, scheduling, field services coordination or project coordination. 
• Experience scheduling and dispatching field engineers, technicians or operational resources across multiple locations. 
• Understanding of field engineering activities, technical skill requirements and resource allocation within telecommunications, network infrastructure, managed services or data centre environments. 
• Experience managing work orders through Field Nation, Salesforce FSL or similar workforce management or field service platforms. 
• Strong organisational skills with the ability to manage multiple priorities in a fast-paced environment. 
• Excellent written and verbal communication skills, with the ability to engage effectively with customers, partners and internal stakeholders. 
• Experience monitoring service performance and managing escalations through to resolution. 
• Strong administrative skills with a high level of accuracy and attention to detail. 
• Proficiency with Microsoft Office applications. 
• Ability to work independently, take ownership and follow tasks through to completion. 

Desirable 

• Spanish language skills. 
• Experience within a Managed Services, telecommunications, IT services, field services or data centre environment. 
• Experience using ServiceNow, Salesforce, Jira, Zendesk or similar platforms. 
• Knowledge of workforce planning, resource management and project coordination processes. 
• Understanding of structured cabling, fibre infrastructure, connectivity services or data centre operations. 
• Experience supporting multi-site field service, infrastructure deployment or technical project delivery activities. 

At Indigo, we believe our greatest strength is our people. We're committed to creating an inclusive environment where everyone feels valued, respected and able to do their best work. We welcome applications from candidates of all backgrounds and make employment decisions based on skills, experience and potential. If you need any reasonable adjustments during the recruitment process, we're here to support you.