What are the responsibilities and job description for the Service Dispatcher position at RetroFit Technologies, Inc.?
Dispatchers are responsible for coordinating, scheduling, dispatching, and supporting the team of engineers. The primary duty of the dispatcher is answering all inbound phone calls and creating/modifying tickets and projects, then assigning engineers based on predetermined time estimates and schedule availability.
Responsibilities:
- Provide detailed and effective communication to internal and external customers.
- ·Clearly and concisely articulate problems and solutions for issues to clients both over the phone, via e-mail and in person.
- Real-time metric monitoring and management of the ticketing and project system.
- Handles several tasks simultaneously (i.e., answering phone calls, distributing ticket workloads).
- Communicates with the Service Delivery Manager all events that are not anticipated (new product requirements, equipment failure, design changes, schedule changes, etc.).
- Understand SLAs in a production environment and proactively strive to meet the commitments.
- Dispatching to ensure all tickets and projects assigned, the queues are actively monitored, and onsite work is scheduled.
- Ticket and project follow-ups to ensure engineer notes are added based on current policies and procedures.
- Recurring service ticket management.
- Blast email communications (weather, zero-day vulnerabilities, etc.).
- Other duties as assigned.
Minimum Qualifications:
- Bachelor’s degree or equivalent experience
- 2 years of service call triaging, dispatching, or answering services
- Sense of urgency
- Ability to handle multiple tasks and priorities
- Strong interpersonal communication and team-based skills
- Exceptional oral and written communication skills
- Critical attention to detail
- Ability to consistently follow policies and procedures
- Technologically inclined
Preferred Qualifications:
- Experience with ticketing and asset management systems
- Basic technology troubleshooting skills
- Help desk dispatch, coordination, management
Hours: Monday-Friday, 8:00am-5:00pm with a one-hour lunch