Coordinador Soporte en Sitio

On-Site Support Coordinator

Are you passionate about leading support teams and ensuring an efficient service experience for users?

Do you enjoy coordinating on-site operations, managing incidents, and finding solutions to critical situations?

Are you motivated by identifying opportunities for improvement and putting them into practice to optimize service delivery?

As an On-Site Support Coordinator, you will be responsible for coordinating the daily operations of a team of approximately 20 people, ensuring appropriate coverage, availability, and service quality. You will act as a key liaison between the support team and project management, monitoring KPIs, escalations, and improvement opportunities to contribute to operational continuity and efficiency.

What you’ll do:

• Coordinate the on-site support team, organizing activities, availability, and coverage to ensure operational continuity.
• Monitor service performance and KPIs, ensuring proper follow-up on service levels and requirements established by the customer.
• Coordinate incident, problem, and escalation management, facilitating an effective response to contingencies and situations that may impact operations.
• Prepare and deliver management reports, acting as a key point of communication between the support team, Project Management, and other relevant stakeholders.
• Identify and drive continuous improvement opportunities, proposing actions to optimize processes, team performance, and service efficiency.