Strategic Service Dispatch & Case Management Specialist

Sutherland; Bogotá ciudad; On-site; COP 36,000,000 - 60,000,000; Full time

Benefits offered by this job

Lunch benefits and subsidy

Onsite lunch concessionaire at reduced

Transportation/shuttle services

Onsite medical suite with nurse and MD

Paid vacation and sick leave

Job summary

Sutherland is seeking a Back Office - Service Dispatch & Case Management Specialist in Bogotá, Colombia. The role coordinates between Lenovo, ASPs, internal teams, service partners and customers, ensuring service requests and cases progress according to procedures and SLAs.

Responsibilities cover service dispatch and case management, emphasizing escalation handling, parts fulfillment monitoring, documentation, and stakeholder communication.

Qualifications

• Receives, validates and processes service requests and cases.
• Tracks open cases and ensures updates are documented.
• Operates within SLA-driven environments and maintains audit-ready records.

Responsibilities

• Receive, review, validate, and process service requests from multiple stakeholders.
• Monitor mailboxes and manage request intake, assignment, and completion.
• Validate warranty eligibility and service entitlements.
• Create and manage service cases, Work Orders, and parts orders.
• Provide status updates and case documentation to stakeholders.
• Maintain records and ensure proper closure of requests and cases.

Skills

Service Dispatch

Case Management

CRM systems

Documentation & Data

Outlook & Excel

Communication

Education

High School Diploma or equivalent

Business Admin / Logistics studies preferred

Tools

CRM}, ticketing systems

Microsoft Excel

Job description

Sutherland is seeking a Back Office - Service Dispatch & Case Management Specialist in Bogotá, Colombia. The role coordinates between Lenovo, ASPs, internal teams, service partners and customers, ensuring service requests and cases progress according to procedures and SLAs.

Responsibilities cover service dispatch and case management, emphasizing escalation handling, parts fulfillment monitoring, documentation, and stakeholder communication.