Field Service Dispatcher

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.

Provide Service Call Scheduling and Management support to Customers, Service Delivery Team Members, Field Associates, and Business Management Team Members, sharing in the responsibility of meeting customer service performance expectations.

• Gains familiarity with Field Service Dispatcher methods, processes and practices.
• With guidance, performs basic dispatching duties, including:
  • Monitoring Technician status through mobile resource management tools,
  • Checking job pools and schedules to identify unfilled time slots, overbooking, cancellations and other situations,
  • Managing job scheduling, arrival times and shift completions,
  • Assigning or reassigning work to meet evolving customer requirements and commitments,
  • Ensuring Technicians’ routes are operationally efficient and aligned with the company and customer expectations,
  • Supervising backfill of daily openings in scheduled routes,
  • Responding to internal and external customers regarding appointment verification, rescheduling and missed appointments,
  • Preparing and/or updating calendars based on work assignments and reassignments.
• Attends job-related training including initial training, refresher training, product, service, customer updates and cross-training.
• Reads new or updated reference materials / announcements pertaining to technician schedules, outages, promotions, programming changes, specials, policies and other company business.

Required Qualifications

• Willing to change careers and to be trained 
• Diploma, O-level or ITE is considered
• Strong analytical and problem-solving skills
• Willing to work on a rotating shift schedule in a call desk environment is a must.
• Demonstrate the ability to communicate in English (oral/written) effectively, interface with customers and function well within a team environment
• Ability to learn new systems/software in above average time frame

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