Shared Services Break-Fix Coordinator

2020 Companies

. Monitor and review incoming break-fix requests and identify required store, issue, and supporting information .

Posted 10/8/2026full-timeRemote • Texas • United StatesMid-LevelSenior💰 $40,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong organizational skills and attention to detail while managing multiple active requests and competing priorities. Proficient in coordinating break-fix operations and collaborating with cross-functional teams to ensure timely resolution of issues.

Highest-signal resume keywords

Project CoordinationBreak-Fix CoordinationCustomer SupportSalesforce ExperienceMicrosoft Office Suite

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Project CoordinationBreak-Fix CoordinationOperational SupportField SupportProblem-Solving

Soft Skills

Strong Organizational SkillsAttention to DetailStrong Communication SkillsFollow-ThroughSense of Urgency

Tools & Technologies

SalesforceAirtableSmartsheetJiraMicrosoft Office Suite

Industry Keywords

Retail ExecutionMerchandisingField OperationsClient ServicesOperational Support

About the role

Key responsibilities & impact

Monitor and review incoming break-fix requests and identify required store, issue, and supporting information
Acknowledge incoming requests according to established procedures and communication standards
Coordinate with Scheduling and Field Leadership to identify priority and backup representative options
Contact field representatives, confirm availability within required service windows, and maintain timely follow-up
Create Break-Fix visits using the appropriate project/request process
Confirm scheduled visit details and maintain accurate case status
Monitor and acknowledge revisit requests requiring action
Review original visit, survey, store, representative, and revisit information
Clone and update original visits, including representative assignments and critical notes
Review Salesforce survey information and contact field representatives after visits to confirm outcomes and unresolved barriers
Maintain accurate Break-Fix and revisit information in tracking tools and systems
Document actions, visit outcomes, unresolved issues, SME guidance, next steps, and escalation needs
Prepare case summaries, status information, and supporting documentation for the Break-Fix Manager
Identify aging, at-risk, incomplete, or conflicting information and escalate it
Determine whether completed visits resolved reported issues
Engage SMEs when standard troubleshooting does not resolve an issue
Coordinate additional visits or reassignment when appropriate
Escalate complex, repeated, high-risk, client-sensitive, or out-of-standard situations to the Break-Fix Manager
Communicate with field representatives and internal partners
Partner with Scheduling, Field Leadership, Audit, SMEs, Account Management, and the Break-Fix Manager
Participate in cross-training and maintain working knowledge of assigned programs, workflows, systems, and escalation paths
Support team coverage and shared workload priorities
Surface recurring questions, execution issues, or process gaps for review and improvement

Requirements

What you’ll need

1–3 years of project coordination, operational support, field support, customer/client support, break-fix coordination, or related experience preferred
Strong organizational skills and attention to detail
Ability to manage multiple active requests, deadlines, and competing priorities simultaneously
Strong written and verbal communication skills
Ability to follow established workflows while recognizing when an issue requires escalation
Strong follow-through and a demonstrated sense of urgency in time-sensitive situations
Problem-solving skills and comfort gathering information from multiple sources before determining next steps
Experience within retail execution, merchandising, field operations, client services, or operational support environments preferred
Working knowledge of Microsoft Office Suite, including Excel
Experience with Airtable, Salesforce, Smartsheet, Jira, or similar workflow/project management systems preferred
Ability to work independently while remaining highly collaborative with cross-functional teams
Ability to work CST hours preferred

Benefits

Comp & perks

Paid weekly
Work remotely, from home
Health/Dental/Vision benefits
401K Program with matching
Paid Time Off
Paid Holidays
Partial mobile reimbursement
Scholarship opportunities for employees and direct family members
Employee Assistance Program
Leadership Development Program
Employees special pricing for multiple clients
Personal development opportunities
Professional stretch assignments
Long-term career pathing options