IoT Service Coordinator

Position Overview

Astreya is seeking a dedicated IoT Service Coordinator to act as the central point of contact for global IoT service tickets. This role is crucial for ensuring the efficient intake, prioritization, and completion of service requests across all Microsoft locations, maintaining compliance with service standards, and driving process improvements.

Employment Type

Full-time

Salary Range

$59,812.00 - $94,440.00 USD (Base Pay)

Note: This salary range represents base pay only (gross) and does not include potential performance-based bonuses, benefits-related payments, or other general incentives. These additional compensation elements are not guaranteed, may have specific eligibility requirements, and are at Astreya's discretion.

Location Type

Information not specified

Responsibilities

Service Operations & Ticket Management

• Act as the central point of contact for global IoT service tickets, driving the intake, prioritization, and completion of all service requests across Microsoft locations.
• Ensure all service tickets are resolved within the defined tolerances of Microsoft service standards, escalating issues as needed to maintain compliance and performance.
• Collaborate closely with regional technical leads and managers to troubleshoot, resolve, and prevent recurring service issues.
• Monitor and manage service tickets using ServiceNow (SNOW), ensuring accurate documentation, timely updates, and effective resolution workflows.
• Utilize Smart Building Dashboard tools to assist with initial diagnostics and root cause analysis.
• Coordinate firmware/software updates and validate telemetry data in partnership with IoT Technical Specialists and suppliers.
• Independently schedule and lead meetings to resolve service-related issues, ensuring all stakeholders are aligned.

Process Improvement & Knowledge Management

• Identify service process deficiencies and lead initiatives to improve workflows, reduce resolution times, and enhance service quality.
• Partner with technical teams to develop mitigation plans and author Knowledge Base Articles (KBAs) to support triage and resolution efforts.
• Proactively identify areas of operational risk and implement mitigation strategies to ensure service continuity.

Reporting & Metrics

• Collect, analyze, and present service ticket metrics using Power BI and other reporting tools.
• Collaborate with the Program Coordinator to develop and deliver executive-level presentations that highlight service performance, trends, and improvement opportunities.

Global Standards & Compliance

• Serve as a subject matter expert on IoT service processes and standards across all Microsoft global locations.
• Assist in the development, communication, and enforcement of global service standards to ensure consistency and compliance.
• Collaborate with regional managers and technical leads to align local practices with global objectives.

Cross-Functional Collaboration

• Work closely with global and regional teams to implement service processes and ensure alignment with Microsoft’s operational goals.
• Partner with contractors, suppliers, and integrators to improve service delivery and ensure adherence to Microsoft standards.
• Maintain strong communication channels between global and regional teams to foster collaboration and knowledge sharing.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field.
• Proven experience in IoT service coordination or technical support roles.
• Proficiency in ServiceNow (SNOW) and Smart Building Dashboard tools.
• Strong troubleshooting skills and experience with firmware/software updates and telemetry validation.
• Excellent communication and stakeholder engagement skills.
• Ability to work independently and lead cross-functional initiatives.
• Experience creating and presenting reports using Power BI.
• Strong organizational skills and attention to detail.

Preferred Qualifications

• Experience working in a global enterprise environment.
• Familiarity with IoT systems, smart building technologies, and service process frameworks.
• Experience developing and maintaining knowledge base content and service documentation.

Application Instructions

Information not specified

Company Information

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