Field Service Dispatcher

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.

Responsibilities

• Provides Field Service Dispatcher support for an assigned area or region.
• Monitors Technician status through mobile resource management tools to manage arrival times and shift completion.
• Checks job pools and schedules, and identifies unfilled time slots, overbooking, inefficiencies, cancellations and rescheduled, late or unfinished jobs.
• Takes action to assign or reassign work to meet customer commitments.
• Ensures daily Technician routes are operationally efficient by addressing / establishing: Appropriate drive times, Schedules to meet on-time guarantees, Maximum productivity, Alignment with employee skill sets.
• Anticipates obstacles that may interfere with work completion and identifies means to address those obstacles.
• Manages backfill of daily openings in Technicians' routes, accommodating daily changes in Technician paid time off (PTO), planned activities and customer demands.
• Responds to internal and external customer calls and contacts customers regarding appointment verification, rescheduling missed appointments, job move-ups and work order cancellations.
• Adjusts systems configurations by preparing calendars, reassigning Technician work assignments based on skill set and making work zone adjustments.
• Proactively solicits feedback to ensure continuous improvement.
• Displays willingness to support, aid and assist team members and others.
  
  
  

• Education or equivalent work experience required.
• Minimum of 2-4 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).
  
  
  

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