Field Operations Coordinator

FIELD OPERATIONS COORDINATOR
Garage Door Company (Pennsylvania, USA) | Full-Time | Long-Term | Night Shift

Some people can walk past a loose end. You are not one of them.

Somewhere in your last job there was a detail nobody else caught. A date that quietly moved. A number that did not match the other number. Something a customer said in passing that turned out to matter three weeks later. You noticed it. You probably fixed it. Almost nobody thanked you, and the people who benefited never knew it happened.

We are looking for exactly that person. And we intend to notice.

This is not a virtual assistant job. We are not hiring someone to take messages, update a spreadsheet, and wait for instructions. We are hiring the person who runs the operational heartbeat of a real American construction business, who talks to our customers and our vendors directly, who learns a genuine technical trade, and whose judgment we will rely on every single day.

Tomorrow morning a truck carrying two technicians and a nine thousand dollar garage door will pull into a driveway in Pennsylvania. Either that job is ready or it is not. Making sure it is ready, on roughly a hundred and thirty jobs at once, is your work.

Now the hard part.

BEFORE YOU GO ANY FURTHER

Our schedule is 8:00 AM to 5:00 PM US Eastern Time, Monday to Friday.

That is 8:00 PM to 5:00 AM Manila time. This is a permanent night shift.

Please read that twice before reading anything else. Our customers answer their phones during their afternoon, and this role lives on the phone. There is no way around it.

If a permanent night shift does not fit your life, your health, or your family, please do not apply. We would rather you know now than three months from now. We are hiring someone to stay for years, not months.

Still with us? Good. Here is the real job.

WHO WE ARE

We sell, install, and service garage doors across Pennsylvania, Maryland, Delaware, and New Jersey. Our customers are homeowners, business owners, custom home builders, and large construction firms. We started in 2024, we are growing fast, and we are building something we intend to be proud of.

Here is the part that matters more.

Our Field Operations Director is Joanna. She is Filipino. She joined this company remotely, exactly the way you would, and today she runs our entire field operation - estimating, scheduling, customer care, and a team of her own. She is the one who will hire you, train you, and work beside you every night. When we tell you there is a real future here, we are not making a promise. We are pointing at a person who already did it.

We are a small company, which means there is nowhere to hide and no reason to want to. You will know everyone by name and we will know yours. We will know when your kid has a program at school. You will know when Josh is out fighting a stuck torsion spring in ninety-five degree heat.

We are not a call center. You are not a resource. Nobody here is ever going to call you a VA.

WHAT IT IS ACTUALLY LIKE TO WORK HERE

We are going to be straight with you, because we would rather earn your trust than collect your application.

Some nights are hard. The pace is real, the phone is busy, and this is a night shift. We are not going to pretend any of that away.

And this is also a group of people who genuinely enjoy each other.

- You get paid on time. Every single time. You should never once have to wonder about it, and here you will not.
- When you make a mistake, and you will, we fix it together and move on. Nobody here gets humiliated over a bad day.
- When you catch something big, somebody says so out loud, by name, in front of the team. That happens a lot around here.
- We are on video together. We tell jokes. We ask about your family and we actually want to hear the answer.
- Ask questions. Ask a hundred of them. The only people who struggle here are the ones who go quiet.
- We want you to get better every year you are here, and we will pay attention to whether you are.

And here is the thing we actually believe, which shows up in our numbers: the way we treat each other is the way we end up treating our customers. You cannot fake warmth on the phone for eight hours a night if it is not real in the room first. Our builders and homeowners come back to us because they like us. That starts inside, with us, with you.

WHAT WE BELIEVE

We should tell you plainly who we are, because it is underneath everything above - we are people who take our Christian faith seriously in real life every day, not just at church on Sunday. Here is what that actually means, and you can hold us to all of it:

We tell the truth, especially when it costs us. If we made the mistake, we say we made the mistake - to each other, to our customers, and to you. We will not ask you to shade anything for anyone, ever.

We hold this company in trust. We do not really think we own it. We believe we are stewards of something that belongs to God, and that we will answer for how we treated the people inside it. That includes you.

Every person we deal with bears the image of God. The homeowner, the technician, the vendor rep having a terrible day, the customer who cannot pay his bill. Every one of them gets treated with dignity. Not because it is good business, though it is. Because it is true.

We work hard and we rest. We do not worship our work, and we do not want you to either. Your family is not a competing priority to us.

We will care about you as a person, not as a function. Your health, your household, your growth, your life outside these hours - those are real to us and we will ask about them.

We are not going to interrogate anyone about their faith - but we are not going to hide ours either. It is the reason we run this company the way we do, and if reading this made something in you say yes, we would very much like to meet you.

WHAT YOU ARE ACTUALLY MANAGING

Right now we have around 130 active jobs moving at once. Some are waiting on a permit. Some are waiting on a truck from our factory in Ohio. Some are scheduled three weeks out and nobody has confirmed the homeowner will be home. Your job is to know the true status of every one of them and to find the problem while it is still cheap to fix.

WHAT A REAL DAY LOOKS LIKE

You open the installation dashboard. Seventy-four active lines.

Four jobs are confirmed for next week, so you run the 10-Day Pre-Check on each. You call the homeowner: Is the driveway clear? Is the old opener staying or going? Will someone be home? Is the power on? She mentions offhand that they are pouring a new concrete slab that Friday. You just prevented a wasted truck, two idle technicians, and an angry customer.

A project manager at a builder texts asking where his doors are. The factory shows a four-week lead time and his delivery moved from the 1st to the 8th. You do not guess and you do not stall. You check the vendor delivery dashboard, confirm the load date, and call him back the same morning with a real answer, good news or bad. He starts trusting you. Six months from now he calls you first instead of calling our owner.

Tomorrow's install has an unanswered technical question about headroom on a 16-foot opening. That goes to our Field Services Manager, because it is a judgment call and he is the best in the region at making it. The homeowner who wants to move from Thursday to Friday? You handle that yourself, and you tell him what you did. Knowing the difference between those two is most of this job.

At 4:30 you write the End-of-Day report: what moved, what is stuck, what needs a decision tomorrow. The whole team reads it. Because of you, nobody starts the next morning guessing.

THE OTHER HALF OF THE JOB: YOU ARE THE FRONT DOOR

Everything above is about jobs we have already sold. The other half of your day is about the ones we have not sold yet.

All day, our phone rings, our text line buzzes, and our inbox fills with people we have never spoken to. A homeowner whose spring just broke and whose car is trapped inside the garage. A builder's project manager pricing eleven doors. A business owner whose dock door will not close.

You share that intake with our Field Operations Director. She cannot answer every call and message, and neither can you. That is exactly why it is shared. Whoever is free picks it up. There is no "that one is not mine."

Four things have to be true every single time:

1. A great first impression. For most of these people you are the first human contact they have with our company. Whether they ever call us back is d ---------- in the first fifteen seconds.

2. A knowledgeable answer, not a transfer. Not "let me have someone call you back." Over time you will learn our vendors, our product lines, door styles, colors, insulation options, openers, and what is realistic on lead times, well enough to genuinely help someone on the first call. You will not know any of this on day one. You will be expected to be genuinely good at it within a few months, and we will teach you.

3. Excellent detail collection. Door size, opening height, headroom, what is there now, what they want, the address, the timeline, and how to reach them. Every detail you fail to capture is a phone call someone has to make later, or an estimate that comes back wrong.

4. Prompt follow-through. Speed wins this business. The company that answers first and follows up first usually gets the job. A lead that sits until tomorrow is usually a lead somebody else already won.

WHAT YOU OWN

- Shared lead intake. Inbound calls, texts, and emails from people who have never contacted us before. Answered live wherever possible, captured completely, and routed the same day.
- Job readiness. The 10-Day and 1-Day Pre-Checks are yours. Confirm the site, access, measurements, customer, and expectations.
- The true pipeline picture. Every job's real status kept current in Housecall Pro. Not what it was last Tuesday. What it is right now.
- Materials and deliveries. Track what is ordered, what is confirmed, what is late. Chase it before anyone asks you about it.
- Customer communication. Phone, email, and text with homeowners, business owners, and project managers. Warm, clear, and honest, especially when the news is bad.
- Vendor and PM relationships. You will speak with the same factory reps and builder project managers weekly for years. Building genuine, professional relationships with them is one of the most valuable things you will do here.
- The End-of-Day report, every working day.
- Making the process better. We do not want someone who only follows the system. We want someone who runs it long enough to see exactly where it leaks, then says so and helps fix it. This is in the job description, not a bonus.

WHO THRIVES HERE

- Relentless follow-through. Organized under pressure, with forty open loops and the phone ringing.
- You notice things. A delivery date that shifted quietly. A note that contradicts another note. A customer who said "probably" when you needed "yes."
- You move before you are asked.
- Calm when it goes sideways. Doors get damaged in transit, permits get denied, weather happens. Gather facts, find the path, tell people early.
- Warm on the phone AND honest in the hard conversation. Being pleasant is not enough if the customer does not get the truth.
- You can hold your ground kindly. Sometimes a busy American project manager will push you for a date you do not have. The right answer is not to agree, and not to apologize your way out of it. It is to say clearly what you know, what you do not, and when you will come back with more, and then do it.
- You own mistakes fast. Everyone here makes them. The only unforgivable move is letting one hide until it gets expensive.
- You actually like people. Not tolerate them. Like them. The best person in this seat will end up with real friendships across two countries, and will be a little sad on a Friday.
- You want to be the person who knows the answer. Some people are content to take a message. You are not. You want to know enough about our products, our vendors, and our options that you can actually help a stranger on the first call, and it bothers you when you cannot.
- You want to get good at something. Garage doors are a real trade with real depth. You do not need to know any of it on day one. You do need to want to learn it, and to still be learning it in year three.

THIS JOB PROBABLY IS FOR YOU IF

- You would rather be crazy busy than slightly bored
- Your mind needs constant new creative challenges
- You see a problem to solve as a game, not a burden
- Your superpower is being on top of every detail
- You like projects, but you love the people behind them
- You never want to stop learning and growing
- Your dream is a team that becomes like family

THIS JOB IS PROBABLY NOT FOR YOU IF

- You want a quiet remote job with a predictable queue
- You need someone to tell you what to do next
- You get flustered when the plan changes twice in one afternoon
- Details feel tedious rather than satisfying
- You would rather be liked than be accurate
- You are looking for a second job to stack on top of another one
- The night shift is something you are hoping you can get used to

We would genuinely rather you figure that out now than four months in. So would you.

REQUIREMENTS

Required:
- Spoken English that is clear and immediately understood by American customers on the phone, including on speakerphone, from a noisy construction site, and at 3:00 AM your time
- Strong written English. Clean, specific, professional messages with correct detail
- Comfortable making outbound calls all day, including calls the other person did not ask for
- Reliable high-speed internet with a backup connection, backup power, and a quiet workspace
- Available for the full 8:00 AM to 5:00 PM US Eastern shift, Monday to Friday
- Genuine willingness to learn a technical trade

Strongly preferred:
- Experience coordinating projects with real deadlines and multiple moving parts
- Background in construction, engineering, home services, logistics, dispatch, or field service
- Housecall Pro or similar field service software
- Prior experience working directly with American customers by phone
- Experience taking inbound calls from brand-new customers, not only from accounts you already knew

HOW WE HIRE

We are telling you this up front because we are asking for real time from you.

1. Application. The three questions below, plus two short voice recordings.
2. Reality Pack. If we like your answers, we send you our actual installation dashboard, our real process flows, and the scorecard you would be measured against. Look at it hard. Some people opt out here, and that is a good outcome for everyone.
3. Paid work sample. Real jobs, real decisions, about two hours. We pay for your time either way.
4. Live conversations, unscripted.
5. Paid trial period before either of us commits long-term.

HOW TO APPLY

Start your reply with the word HEADROOM so we know you read this far. Applications without it will not be reviewed.

Then send us all four items below. We review applications that are complete. If any of the four is missing, we will not be able to consider you - not because we are being strict for its own sake, but because these four things are how we can tell the difference between people, and we would rather not guess about you.

1. Tell us about the last time something fell through the cracks on your watch. What happened, who found it, and what did you change afterward?

2. Describe a time you followed the process exactly and it turned out to be the wrong call.

3. What is a tracker, checklist, or system you built yourself in a previous job because the existing one was not good enough? Attach it or link it if you still have it.

4. Record TWO short unscripted voice messages - two separate recordings, about a minute each - and share the links (Google Drive, Vocaroo, or similar). Do not write scripts first. Just record them. Please label which is which.

Recording 1: "A customer's garage door delivery has been delayed by two weeks and it is not our fault. Call them and tell them."

Recording 2: "A homeowner you have never spoken to calls. Her garage door spring broke this morning and her car is stuck inside. Answer the phone." In this recording, say what you would say to her and what you would need to find out.

We want both recordings spoken, not written. We are listening for how you sound to a real customer, which is something we cannot hear on paper.

BEFORE YOU HIT SEND, CHECK

- Does your message start with the word HEADROOM?
- Did you answer all three questions?
- Did you include TWO recording links, labeled 1 and 2?
- Can we actually open your links? Please check the sharing permissions.

Please answer honestly rather than impressively. We read these closely and we can tell the difference.

If you read all of this and felt your pulse pick up a little with excitement - the pipeline, the puzzle, the phone, the people - then we would really like to meet you.

Come help us make the day predictable and boring for the field team and the customer, in the best possible way. And come have some crazy unpredictable fun with us while we do it.