POSITION SUMMARY:

The Dispatch Coordinator will be responsible for scheduling technicians to successfully complete service requests to customer satisfaction. The main purpose is to maximize productivity of the Field Service Technicians considering efficiency and using cost control. Reviewing service calls to determine the most qualified technician needed to complete request. Manage all service work orders to adhere to Service Level Agreements and meeting or exceeding customer expectations. Follow up on all tickets to ensure satisfactory completion and properly document tickets upon completion. Answering phones and working with technicians to resolve any issues that arise. This may include ordering parts, rerouting calls to other technicians, relaying information back to ticket owner, or providing any other assistance needed to successfully resolve and complete service calls. Entering any and all information into the service tickets for proper documentation and communication to the ticket owner as relayed from the technicians or otherwise obtained.

SKILLS AND REQUIREMENTS:

• Excellent oral, verbal and written communication skills, including the ability to effectively communicate with internal and external customers.
• Proficient in SharePoint a plus
• Customer service oriented
• Highly organized with the ability to multi-task
• Proficient in Microsoft Office (Word, Outlook, Excel, PowerPoint)

EXPERIENCE:

• High School Diploma or equivalent
• 2+ years of Customer Service or Relations experience
• 2+ years of typing and data entry in an office environment

PHYSICAL REQUIREMENTS:

• Vision correctable to 20/20
• Finger dexterity for keyboarding and computer usage
• Ability to sit and stay focused for long periods of time

• Schedule appropriate technicians to successfully complete service request to customer satisfaction, including both FST and SPN. Schedule within approved overtime guidelines. This includes proper routing of technicians to achieve maximum efficiency and productivity.
• Process new service requests and provide updates via email upon request in a professional, courteous and timely manner.
• Monitor FST routs and workload assigned for timely completions while maintaining contractual SLA.
• Answering incoming phones and providing necessary assistance, including but not limited to ordering parts, scheduling return trips, providing assistance and obtaining additional information as needed.
• Follow up on outstanding work orders, obtaining ETA’s as needed and addressing any additional delays in service or parts.
• Reassign inventory and parts movement as needed
• Participate in Continuous Improvement initiatives
• Monitor SPN performance and report issues accordingly to management
• Performs other duties as assigned