Associate Field Service Dispatcher

Diebold Nixdorf, Incorporated; Makati; On-site; PHP 240,000 - 300,000; Full time

Job summary

Diebold Nixdorf, Incorporated is seeking a Field Service Dispatcher in Metro Manila. The role coordinates and monitors customer appointments to ensure timely and excellent customer experience, dispatches work to field service technicians and third parties, and balances workload with skills and spare parts availability to optimize costs.

Responsibilities include monitoring technician status via mobile tools, managing schedules, and ensuring routes meet customer commitments.

Qualifications

• Education or equivalent work experience required.
• 0–2 years of relevant Field Service Dispatch experience (or equivalent).
• Good written and verbal communication skills.

Responsibilities

• Gains familiarity with Field Service Dispatcher methods, processes and practices.
• Performs basic dispatching with guidance, monitoring technician status via mobile tools.
• Checks job pools and schedules to identify unfilled time slots, overbooking, cancellations and other situations.
• Manages job scheduling, arrival times and shift completions.
• Assigns or reassigns work to meet evolving customer requirements and commitments.
• Ensures technicians' routes are operationally efficient and aligned with company and customer expectations.
• Supervises backfill of daily openings in scheduled routes.
• Responds to internal and external customers regarding appointment verification, rescheduling and missed appointments.
• Prepares and/or updates calendars based on work assignments and reassignments.
• Attends job-related training including initial training, refresher training, product, service, customer updates and cross-training.
• Reads new or updated reference materials/announcements pertaining to technician schedules, outages, promotions, programming changes, specials, policies and other company business.

Skills

Written communication

Verbal communication

Mobile Resource Management tools

Education

Education or equivalent work experience

Tools

Mobile resource management tools

Job description

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 including effective route control, appointment arrangements with customers / providers, Spare parts management, debriefing quality analysis and documentation. Dispatching of all assigned work within the assigned territory to field service technicians and third parties. Ensure SLAs and balance workload between applicable resources and considering e.g. skills and spare parts availability in a most cost effective and efficient manner. Takes action to assign or reassign work to meet customer commitments.

• Gains familiarity with Field Service Dispatcher methods, processes and practices.
• With guidance, performs basic dispatching duties, including: Monitoring Technician status through mobile resource management tools.
• Checking job pools and schedules to identify unfilled time slots, overbooking, cancellations and other situations.
• Managing job scheduling, arrival times and shift completions.
• Assigning or reassigning work to meet evolving customer requirements and commitments.
• Ensuring Technicians' routes are operationally efficient and aligned with the company and customer expectations.
• Supervising backfill of daily openings in scheduled routes.
• Responding to internal and external customers regarding appointment verification, rescheduling and missed appointments.
• Preparing and / or updating calendars based on work assignments and reassignments.
• Attends job-related training including initial training, refresher training, product, service, customer updates and cross-training.
• Reads new or updated reference materials / announcements pertaining to technician schedules, outages, promotions, programming changes, specials, policies and other company business.

Required Qualifications

• Education or equivalent work experience required.
• Minimum of 0-2 years of relevant experience or equivalent combination of education and experience in Field Service Dispatch.
• Good written and verbal communication skills.