What are the responsibilities and job description for the Field Service Dispatcher position at Surf Internet?
Overview
The Field Service Dispatcher is responsible for coordinating with sales, service, and field service teams as well as with customers to optimize work order scheduling. Their goal is to maximize scheduling efficiency by dynamically re-routing and rescheduling work orders.
Reports To: Service Delivery Dispatch Manager
Department: Service Delivery
Job Status: Non-Exempt
Responsibilities
Qualifications:
The Field Service Dispatcher is responsible for coordinating with sales, service, and field service teams as well as with customers to optimize work order scheduling. Their goal is to maximize scheduling efficiency by dynamically re-routing and rescheduling work orders.
Reports To: Service Delivery Dispatch Manager
Department: Service Delivery
Job Status: Non-Exempt
Responsibilities
- Responsible for overseeing daily scheduled work orders for installation and service technicians
- Responsible for dynamic routing of installation and service technicians to improve productivity and efficiency
- Proactively communicate with customers to reschedule work orders as necessary
- Answer incoming calls related to scheduling from sales, care, field service teams and customers
- Notify customers of technician arrival times outside of scheduled time-window
- Coordinate and communicate scheduling of same-day installation and service work
- Communicate same-day work order cancellations to the field service team
- Reschedule jobs at customer request
- Coordinate with customers and technicians to reschedule missed appointments
- Manage the stand-by appointment queue
- Work with field service managers to optimize scheduling lead times for installation and service work
- Work with service and installation managers to optimize and fill field tech availability based on demand
Qualifications:
- 3-5 years dispatch experience preferred
- Ability to see a bigger picture regarding scheduling
- Familiarity with field service software and tools preferred
- Ability to work well under pressure
- Extensive attention to detail
- Excellent written and verbal communication skills
- Excellent interpersonal skills
- Ability to communicate quickly and effectively with customers and coworkers