JOB TITLE: Field Service Dispatcher

DEPARTMENT: Field Service

SUPERVISORY RESPONSIBILITIES: None

JOB LOCATION: San Diego

TRAVEL: None

SUMMARY OF POSITION:

The Field Service Dispatcher (FSD) handles scheduling for the Field Service Technicians, for on-site service and repair. Skillful evaluation of each calls severity, resources, and timing is critical for the smooth routing and scheduling of site visits by technicians. Flexibility is required in this role as call priorities are ever changing and changes to the schedule must occur in real-time.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Maintain the highest level of customer satisfaction by providing excellent customer service to all customers, via email, telephone and in person
• Schedule and coordinate all service calls as calls are received
• Dispatch Service Technicians, one call at a time
• Maintain all dispatch boards/ schedules
• Review and schedule all overnight escalations
• Follow up on all pending calls with customers for scheduling times and ETA
• Review all service tickets for accuracy
• Call customer sites for escalation verification, advise site with service options, billable or covered under hardware agreement.
• Email customers billable options for non-contracted customers
• Order exchange equipment from 3^rd party vendors.
• Track all 3^rd party exchanges for delivery
• Manage 3^rd party order fulfilment teams when SLA’s are not being met
• Manage billing and invoicing daily
• Consistent, regular and reliable attendance including being ready for work at the designated time
• Perform other duties as assigned

MINIMUM QUALIFICATIONS (EDUCATION AND EXPERIENCE):

• High School Diploma or General Educational Development (GED) certificate.

• 40 wpm typing
• Handle Multi-line phones/Previous Office experience a plus.
• Must possess a working knowledge of MS Office (Word, Excel, Outlook).
• Utilizes technology such as computers, telephones, fax machines and other communication equipment.
• Must present a professional & confident demeanor on the phone and in person.
• Ability to establish and maintain effective working relationships with fellow employees, vendors, and customers.
• Excellent written and verbal communication skills.
• Ability to think clearly and act quickly.
• Ability to multi-task effectively.
• Processes and evaluates information received, prioritizes calls, and dispatches Field Service Technicians as required.
• Maintains status and locations of Field Service personnel.
• Conduct follow up with customer to determine satisfaction with our service.
• Ability to meet attendance schedule with dependability and consistency.
• Data entry, office duties, and other administrative functions as they arise.
• Restaurant and or POS experience a plus, but not required.
• Must have the ability to work Saturdays and most Holidays

PREFERRED QUALIFICATIONS (EDUCATION AND EXPERIENCE):

• Some college preferred
• Previous customer service and/or call center experience preferred.

Physical Demands and Work Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.