Remote Service Coordinator

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.

This role will work one of the following shifts:

5:30am - 1:30pm Colombia Time (GMT -5)

1:30pm - 9:30pm Colombia Time (GMT -5)

The Fleet Operations Team drives uptime and operational performance across Formic’s growing fleet of deployed robotic systems. Working inside live manufacturing environments, the team diagnoses issues, restores production, and continuously improves system reliability at scale. Fleet Operations operates at the intersection of robotics, controls, and real-world factory execution, ensuring Formic’s automation delivers consistent, measurable performance across diverse industrial applications.

As a Remote Service Coordinator, you will play a critical role in supporting the day-to-day execution of our Field Service organization. You will manage service scheduling, monitor customer site needs, triage inbound communications, and ensure the right technician is deployed at the right time.

You will serve as the first point of contact for inbound service calls, quickly gathering key context and routing issues to the appropriate field engineer or internal team. Success in this role requires strong organizational discipline, clear communication, and the ability to maintain clarity in a fast-moving environment with shifting priorities.

• 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