Diebold Nixdorf Looking for Senior Dispatcher/ Technical Support Associate at Hyderabad, Telangana

Diebold Nixdorf; Hyderabad; On-site; INR 3,00,000 - 7,00,000; Full time

Job summary

Join a dynamic team at a leading technology firm where you will be the key point of contact for Field Operations. This exciting role involves coordinating customer appointments, managing service calls, and ensuring a seamless experience for clients. With a focus on efficiency and problem-solving, you will utilize your analytical skills to monitor technician schedules and enhance operational performance. Be part of a collaborative culture that values innovation and accountability, where your contributions will directly impact customer satisfaction and business success. If you thrive in a fast-paced environment and are passionate about delivering exceptional service, this opportunity is perfect for you.

Qualifications

• 3-4 years of experience in customer service or high volume scheduling.
• Strong analytical, problem-solving, and communication skills.

Responsibilities

• Manage service call scheduling and ensure customer satisfaction.
• Monitor technician status and optimize daily routes for efficiency.

Skills

Customer Service

Analytical Skills

Problem Solving

Microsoft Word

Microsoft Excel

Attention to Detail

Communication Skills

Time Management

Education

Associate’s Degree

Tools

Mobile Resource Management Tools

Job description

Position Overview

Serves as the primary point of contact for Field Operations personnel and as a liaison between or among customers, Field Operations and internal business groups. Coordinates and monitors customer appointments to ensure timely and excellent customer experience. Monitors technical status to manage arrival times and shift completion. Monitors job pools and schedules, identifying unfilled time slots, overbooking, inefficiencies, cancellations and other situations. Takes action to assign or reassign work to meet customer commitments.

Key Responsibilities

1. Provide Service Call Scheduling and Management support to Customers, Service Delivery Team Members, Field Associates, and Business Management Team Members, sharing in the responsibility of meeting customer service performance expectations.
2. Provides Field Service Dispatcher support for an assigned area or region.
3. Monitors Technician status through mobile resource management tools to manage arrival times and shift completion.
4. Checks job pools and schedules, and identifies unfilled time slots, overbooking, inefficiencies, cancellations and rescheduled, late or unfinished jobs.
5. Takes action to assign or reassign work to meet customer commitments.
6. Ensures daily Technician routes are operationally efficient by addressing / establishing:
1. Appropriate drive times,
2. Schedules to meet on-time guarantees,
3. Maximum productivity,
4. Alignment with employee skill sets.
7. Anticipates obstacles that may interfere with work completion and identifies means to address those obstacles.
8. Manages backfill of daily openings in Technicians’ routes, accommodating daily changes in Technician paid time off (PTO), planned activities and customer demands.
9. Responds to internal and external customer calls and contacts customers regarding appointment verification, rescheduling missed appointments, job move-ups and work order cancellations.
10. Adjusts systems configurations by preparing calendars, reassigning Technician work assignments based on skill set and making work zone adjustments.
11. Proactively solicits feedback to ensure continuous improvement.
12. Displays willingness to support, aid and assist team members and others.

Required Qualifications

1. 3-4 years experience in customer service, banking, call center, field service or high volume production scheduling required.
2. Strong analytical and problem solving skills.
3. Reliable and dependable.
4. Microsoft Word and Excel skills.
5. Skilled proficiency: accuracy & attention to details; customer focus; internal controls; managing multiple priorities; safety focus; strives for excellence; focuses on execution; manages complexity; builds positive relationships; & resilient.
6. Ability to learn new systems/software in above average time frame.
7. Ability to use logic and understand business efficiency.
8. Demonstrate the ability to communicate (oral/written) effectively, interface with customers and function well within a team environment.

Preferred Qualifications

1. 2 or more years of experience in customer service, banking, call center, field service or high volume production scheduling.
2. Associate’s degree preferred.

Requisition Employer Description

Why should you join Diebold Nixdorf?

Brightest minds + technology and innovation + business transformation The people of Diebold Nixdorf are 23,000+ teammates of diverse talents and expertise in more than 130 countries, harnessing future technologies to deliver personalized, secure consumer experiences that connect people to commerce. Our culture is fueled by our values of collaboration, decisiveness, urgency, willingness to change, and accountability.

–Diebold Nixdorf is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity, age, marital status, veteran status, or disability status.

Areas of Interest

Field Service Technicians

Experience Level

Mid-Senior Level Associate

Country

India

Primary Location

Hyderabad, Telangana, India

Remote – Work from Home

No