Job Summary

Responsible for providing a professional approach to dispatching and performing all duties related to the scheduling of requests for service. Requires a high level of professional autonomy due to the nature of resource planning in assignment of service technicians to service requests.

Essential Functions

To perform this job successfully, an employee must be able to perform each essential function satisfactorily, with or without reasonable accommodation. To request a reasonable accommodation, notify Human Resources or the manager who oversees the position.

Management of Service Orders

* Manages resources efficiently and effectively for all scheduled service [Apply]

* Monitors service orders assigned to technicians

* Responsible for the life cycle of service order (creates, edits, completes and invoice service orders) [Advance]

* Reconciles various CRM and other reports on a monthly basis

* Processes repair parts and third-party repair requests

* Responsible for maintaining PMA contracts

Requests and Triage

* Actively triages calls and inquiries from customers

* Assigns and schedules service requests from clients or company personnel

* Works closely with the Equipment Procurement Specialist(s) with resource and installation project planning

Job Qualifications

Required Qualifications

* Associates degree or higher preferred or 2-5 years equivalent industry experience

* Expresses strong customer service orientation or related dispatching experience through excellent written and verbal/phone communication skills

* Has strong organizational and multi-tasking skills, demonstrates sound judgment and excellent decision-making abilities, and shows a great attention to detail

* Ability to positively contribute to the team environment by taking initiative to learn and improve upon skillsets

* Possesses strong planning and organizational skills, both written and verbal

* Uses technology with efficiency, including Microsoft 365 and SAP CRM platforms

Preferred Qualifications

* 1-3 years dispatching and customer service experience, with previous experience in the Veterinary Industry preferred

* Previous working experience with project or resource coordination

Working Conditions

Physical Demands

* Operating a computer or other office devices for the majority of the workday

* May occasionally need to move packages up to 10 pounds such as office supplies or equipment

* Must be able to communicate with others in person, over the phone, and in writing.

* Must be able to understand and effectively exchange accurate information with others such as coworkers, customers and vendors

* Must be able to read and interpret various electronic and written documents.

Environmental Factors

This position is in an office environment in which team members occupy desks in assigned areas or at meeting/collaboration spaces within the building. The building's primary work areas consist of desks, chairs, computers and other office equipment and devices for professional services.

Travel and On-call

This position may require travel as needed for training