Summary:
A Field Service Dispatcher coordinates and manages the deployment of field technicians to handle service calls, ensuring timely and efficient resolution of customer requests. They act as a central hub, communicating with customers, technicians, and other departments to optimize scheduling and resource allocation
Essential Duites and responsibilites:
- Schedules and coordinates Customer Service resources.
- Coordinates Customer Service activities with those of the Call Center and Customer Service Supervisor to ensure that all service requests are scheduled quickly to provide a competitive customer response.
- Identifies process improvements to increase efficiency, generate revenue, reduce costs, improve quality, and meet customer requirements.
- Receives and processes internal and external service requests, including a scope of work review with the customer prior to scheduling to ensure both the client and the customer are prepared for the visit.
- Reviews site requirements with the customer to ensure all relevant paperwork and training is handled proactively to ensure prompt site access.
- Reviews requests to ensure the necessary parts and materials are sent to the worksite on-time to meet or exceed the customer’s expectations. This includes reviewing the project with the assigned Technician to ensure any relevant special tools are also included.
- Works with Spare Parts team to ensure all affected departments are aware of Customer Service parts needs to allow for proper planning thus allowing for a less reactive work environment.
- Updates the customer (requestor) and internal systems on any scheduling changes.
- Dispatches Customer Service resources per customer requirements.
- Contacts all customers after the Service visit to ensure their needs were met and to determine if there are any open issues that need to be addressed.
- Maintains ownership until service request completion.
- Works closely with Service Supervisor to ensure resources are utilized effectively.
- Adheres to the Quality System and participates in continual improvement.
- Must have basic computer skills and a working knowledge of Microsoft Office applications (Excel, Outlook, PowerPoint, SharePoint and Word).
- Experience with SAP and Salesforce is a plus.
Job Location: Shelby Twp., MI
