Field Service Technician Liaison

Join to apply for the Field Service Technician Liaison role at MicroSourcing Position: Field Service Technician Liaison Location: Cyberscape Ortigas, Pasig City Work setup & shift: Night Shift / Hybrid You’ll Have Competitive rewards: above‑market compensation, day‑one healthcare coverage for you and dependents, paid time‑off with cash conversion, group life insurance, and performance bonuses. A collaborative spirit: positive, engaging workplace through company‑sponsored events and activities. Work‑life harmony: flexible arrangements that fit your lifestyle. Career growth: continuous learning and advancement opportunities. Inclusive teamwork: celebration of diversity and a supportive culture. About the Role We are seeking a Field Service Technician Liaison to join our support team. In this role, you will provide critical remote support to U.S.‑based staff and field service technicians in the durable medical equipment (DME) industry. You will be the communication bridge between patients, technicians, and internal teams, ensuring accurate scheduling, timely documentation, and excellent patient care. This is a great opportunity for candidates with strong English communication skills, customer service experience, and the ability to thrive in a fast‑paced, compliance‑driven environment. Key Responsibilities Make calls or send messages to U.S. patients and caregivers to inform them when a technician is en‑route for delivery, setup, or equipment servicing. Notify patients promptly about any route changes, delays, or rescheduled service appointments. Ensure all communication is professional, empathetic, and compliant with U.S. healthcare service standards. Technician Support Act as the first point of contact for U.S. field service technicians regarding scheduling, dispatch issues, escalations, or compliance paperwork. Provide real‑time updates to minimize service delays and disruptions. Build strong virtual relationships with technicians to ensure concerns are communicated and resolved quickly. Coordinate and track the movement of documents between departments or assigned system work states to maintain process accuracy and efficiency. Ensure all technician paperwork (e.g., work orders, delivery confirmations, service logs, and compliance forms) is completed accurately and submitted on time. Customer Service Backup Handle inbound and outbound calls, emails, or messages from U.S. patients and caregivers. Serve as backup to the U.S.‑based customer service team during peak hours, high call volumes, or staff absences. Provide professional and compassionate assistance to ensure a positive patient experience. Qualifications Bachelor’s degree preferred; associate’s degree or equivalent work experience acceptable. Previous BPO/outsourcing experience supporting U.S. healthcare, insurance, or logistics clients strongly preferred. Strong command of written and spoken English with clear, empathetic communication skills. Excellent organizational, problem‑solving, and multitasking abilities. Proficient in Microsoft Office, CRM platforms, and call‑handling systems. Willingness to work in U.S. time zones (night shift in the Philippines). Familiarity with medical terminology, healthcare compliance, or durable medical equipment is an advantage. About MicroSourcing With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines. We foster an inclusive culture that embraces diversity and offers space for every individual to thrive. Terms & Conditions apply References: #J-18808-Ljbffr