Field Service Dispatcher - Shelby Township, Michigan Contract position - Day Shift Pay Rate: up to $27.15 per hour (based on proven work history)
Description of the Field Service Dispatcher: 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.
Required Experience and Education of the Field Service Dispatcher:
Must have basic computer skills and a working knowledge of Microsoft Office applications (Excel, Outlook, PowerPoint, SharePoint, and Word)
Experience with SAP and Salesforce a plus
Technical Associate's degree from an accredited two-year college or technical school plus two years of related experience or equivalent combination of education and related experience.
Prior customer service experience and customer contact via telephone
Required Skills of the Field Service Dispatcher:
Receives and processes internal and external service requests, including a scope of work review with the customer prior to scheduling to ensure both our customer and their client are prepared for the visit
Reviews site requirements with the client 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 met or exceed the customer's expectations. This includes reviewing the project with the assigned Technician to ensure any relevant special tools are also included
Work 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 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 determine if they 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
A successful candidate will be subject to a background check and must receive satisfactory results of the same, as a condition of joining the team.
By applying for this role, you confirm that all information submitted is accurate and complete. You further acknowledge that providing false or fraudulent information during the application process is cause for denial of an offer, revocation of any existing offer, or other adverse action, up to and including termination after the start of your commencement of work.