Remote Service Coordinator

Who we are:

Formic is on a mission to reshape American manufacturing by making automation accessible to every factory. As labor constraints rise costs increase and global competition intensifies automation is no longer optional for manufacturers that want to stay competitive.

We deliver automation through a Robotics-as-a-Service model that combines industrial robotics proprietary software and full-service support into a single integrated solution. By removing the traditional barriers of cost complexity and risk we enable manufacturers to deploy automation quickly and realize measurable gains in throughput safety and operational efficiency without large upfront capital investment.

Backed by leading investors including Lux Capital Initialized Capital Blackhorn Ventures and Mitsubishi HC Capital North America Formic is scaling rapidly and building the foundation for a new era of high-performance Made in America production.

About the team:

The Fleet Operations Team is responsible for delivering uptime performance and visibility across Formics growing fleet of deployed robotic at the intersection of automation engineering and real-world factory environments the team ensures systems remain reliable supported and continuously improving. Fleet Operations plays a critical role in protecting customer production reducing downtime and strengthening long-term automation performance across a variety of robotic OEMs and manufacturing sectors.

About the role:

The Remote Service Coordinator plays a critical role in enabling the daily execution of our Field Service this role you will own the service scheduling rhythm monitor customer site needs triage inbound communications and ensure the right technician is deployed at the right time. You will serve as the front line for inbound service calls gathering key context quickly and routing issues to the appropriate engineer or internal team.

You will act as a force multiplier for the team by reducing noise improving response time and creating clarity in a fast-moving environment with shifting priorities.

In this role you will:

• Answer inbound calls from customers and partners with professionalism and urgency
• Gather key context to determine whether the request requires technical support service dispatch or escalation
• Route calls to the correct Field Service Engineer or internal team based on region expertise and availability
• Log call details and follow-up items in ticketing Slack email and CRM systems
• Maintain and adjust the live Field Service schedule to reflect real-time changes and shifting priorities
• Monitor incoming emails alerts and customer updates to identify risks and action items
• Track travel plans site access windows and technician availability to prevent gaps or overlaps
• Escalate urgent issues early when leadership visibility is required
• Prepare and facilitate daily service huddles with clear visibility into upcoming 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 and repeat issues as needed
• Maintain documentation and standard work related to scheduling call handling and service workflows
• Partner with service leadership to improve tools processes and operational clarity
• Use Slack MaintainX Salesforce and internal systems to support day-to-day execution
• Track technician utilization site coverage and system downtime
• Identify trends in call types repeat issues and areas where better routing or documentation would help reduce friction

What makes you a great fit:

• 3-5 years of experience in service coordination customer support technical scheduling or dispatch operations
• Experience supporting field service teams in automation robotics manufacturing or industrial environments
• Comfort operating across multiple systems and communication channels simultaneously
• Fast clear communicator with a calm and professional phone presence
• Advanced English proficiency (CEFR C1 or higher) required to confidently manage live customer calls and technical conversations

Compensation: Compensation for this remote contractor role will be determined based on the scope of work level of responsibility and the contractors experience. The final compensation structure will be outlined in the independent contractor agreement.

Our Total Rewards

At Formic we believe people do their best work when they feel supported both professionally and personally. For international consultants we offer a focused set of benefits and engagement perks designed to support flexibility ownership and impact including:

• Equity in Formic: Participate in our stock option program and share in the success of a fast-growing start-up backed by leading global investors
• Home Office Stipend: A one-time allowance for fully remote and hybrid employees to support an at-home or on-the-road work setup
• Monthly Cell Phone Reimbursement: Monthly stipend toward personal phone and internet expenses
• Flexible Time Off: Take the time you need when you need it supported by our flexible PTO policy

Compensation Philosophy

Formics pay and equity packages are thoughtfully benchmarked against peer companies at a similar growth stage within each local market. Equity represents a meaningful part of our mutual investment: when Formic succeeds so do you.

Final offers are customized based on experience geographic location and local market considerations along with a candidates preferred balance of cash and equity. Our goal is to attract and reward top talent who will have significant impact and we are open to thoughtful discussions to align on the right structure.

What we look for:

Were building this company from the ground up and every person we hire has an outsized impact on our culture performance and trajectory. While each team member brings unique strengths and perspectives we look for people who align with our Operating Principles and embody them in action. If this sounds like you Formic may be the right place for you!

• Fearless Optimism: You make bold bets and default optimistic. You believe in the mission arent paralyzed by risk and fear inaction more than failure. You see ambiguity as opportunity and bring energy to building what doesnt yet exist.
• Create the Magic: You absorb complexity so customers dont have to. Whether your customer is external or internal you focus on delivering experiences that are clear fast value-added and outcome-driven. You dont say not my job. You make things work.
• Today Not Tomorrow: You have a bias to action. You close the loop. You take extreme ownership. You understand that speed compounds and you dont confuse activity with results.
• Seek Truth: You think from first principles. You value data over ego and strong opinions loosely held. Youre willing to challenge assumptions including your own in pursuit of the best answer.
• Made of Rubber: You are resolute and adaptable. When things break or priorities shift you rebound stronger. You treat setbacks as learning moments and move forward with grit.
• One Formic: You operate without silos. You practice radical helpfulness document clearly and make clean handoffs. You assume positive intent and prioritize team success over individual credit.

Equal Opportunity Employment:

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 persons merit business needs and role requirements. If you require further accommodations or have questions regarding accessibility of our roles please reach out to.

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 linkedhere.