Job Description

Serves as the primary point of contact for Field Operations personnel and as a liaison between or among customers, Field Operations and internal business groups. Coordinates and monitors customer appointments to ensure timely and excellent customer experience. Monitors technical status to manage arrival times and shift completion. Monitors job pools and schedules, identifying unfilled time slots, overbooking, inefficiencies, cancellations and other situations including effective route control, appointment arrangements with customers / providers, Spare parts management, debriefing quality analysis and documentation. Dispatching of all assigned work within the assigned territory to field service technicians and third parties. Ensure SLAs and balance workload between applicable resources and considering e.g. skills and spare parts availability in a most cost effective and efficient manner. Takes action to assign or reassign work to meet customer commitments. Required Qualifications Education or equivalent work experience required. Minimum of 4-6 years of relevant experience or equivalent combination of education and experience in Field Service Dispatch. Good local language skills required (Written and spoken) and preferably good business English skills (Written and spoken). Performs all duties of a Dispatcher / Senior Dispatcher, plus: Receives and coordinates same day (must do) and future appointment requests. Assesses the urgency of customer service needs and addresses / escalates, as appropriate. Interacts with Field Service technicians and/or supervisor to resolve missed appointments and go back requests. Audits incomplete past due work orders and follows up to ensure that work orders are resolved and closed within guidelines. Uses error reporting mechanisms to provide supervisor with feedback on work order accuracy. Notifies Technicians of specific issues related to systems outages or problems that may impact day-to-day assignment completion. Identifies and communicates potential issues to Technicians to ensure their safety in various conditions / situations. Communicates and collaborates with internal partners to solve problems and ensure customers needs are met. Documents actions taken on each call, applying credit adjustments (due to failure to meet on-time guarantee, trouble call charges) and balances accounts.