Automation Service Coordinator New Medellín, Colombia

Overview

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 Fleet Operations Team

The Fleet Operations Team is responsible for delivering uptime, performance, and operational insight across Formic’s nationwide fleet of robotic systems. This team is deeply technical and customer-facing, operating at the intersection of automation engineering, field service, and business impact.

Role: Automation Service Coordinator

The Automation Service Coordinator plays a critical role in enabling the daily execution of our Field Service organization. In 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

What we look for

• Fearless Optimism: You make bold bets and default optimistic. You believe in the mission, aren’t paralyzed by risk, and fear inaction more than failure. You see ambiguity as opportunity and bring energy to building what doesn’t yet exist.
• Create the Ma