Service Planner / Dispatcher

at  Glory Global Solutions

ROLE TITLE: Service Planner / Dispatcher
REGION: Europe
REPORTING TO: Service Operations Manager Benelux
LOCATION: Belgium, Zellik

ROLE PROFILE/SUMMARY OF REQUIREMENTS

The role of the Service Planner / Dispatcher is to dispatch our Field Service Engineers to customers in order to enable timely and accurate service delivery. It includes answering customer calls to ensure adequate provision of information or data collection.

YOUR TASKS ARE

• Providing customers with service excellence, maintaining a high degree of customer service for all support requests.
• Taking incoming calls via phone and mail, and providing standard information according to agreed scripts or within agreed rules by service management policy and principles.
• Create and manage the different types of cases in the ERP system (installation, preventive/corrective maintenance, upgrades, …).
• Work together with Technical Support Department to ensure a correct analysis of the customer’s request to reach ‘first time fix’ and customer satisfaction.
• Ensure timely availability of specific parts for the Technicians to perform the interventions as agreed with the customers.
• Plan the work to be carried out at customers’ premises based on applications received.
• Administrative processing of the dispatching activity.
• Follow up on the progress of the FSE’s work.