Field Service Technician Liaison

Discover your 100% YOU with MircoSourcing

Position: Customer Service Representative

Location: Cyberscape Ortigas, Pasig City

Work setup & shift: Night Shift / Hybrid

You'll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive 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 US-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

Customer Communication Call or message US patients/caregivers to inform them when a technician is en-route for delivery, setup, or equipment servicing.

Notify patients promptly of any route changes, delays, or rescheduled service

Appointments.

Ensure all communication is professional, empathetic, and compliant with US

healthcare service standards.

Technician Support

• Act as the first point of contact for US field service technicians regarding scheduling, dispatch issues, escalations, or compliance paperwork.
• Provide real-time updates to minimize service delays and disruptions.
• Build strong virtual working 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 US patients and Caregivers.
• Serve as a backup to the US-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
• Accepted.
• Previous BPO/outsourcing experience supporting US 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 US 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.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%

For more information, visit

• Terms & conditions apply