Associate Field Service Dispatcher

Hammerjack Pty Ltd; Philippines; On-site; PHP 300,000 - 420,000; Full time

Job summary

Diebold Nixdorf in the Philippines seeks a Field Service Dispatch specialist to liaison between customers, Field Operations and internal teams. You will coordinate appointments, monitor technician status, and manage schedules to ensure timely, high-quality service.

Responsible for optimizing routes, handling rescheduling, and maintaining SLAs while delivering excellent customer experiences and accurate documentation.

Qualifications

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

Responsibilities

• Familiarize with Field Service Dispatcher methods and practices.
• Perform basic dispatching duties under guidance, including monitoring technician status.
• Check job pools and schedules to identify unfilled time slots, overbooking, cancellations and other situations.
• Manage job scheduling, arrival times and shift completions.
• Assign or reassign work to meet evolving customer requirements.
• Ensure technicians routes are efficient and aligned with expectations.
• Supervise backfill of daily openings in scheduled routes.
• Respond to internal and external customers regarding appointment verification, rescheduling and missed appointments.
• Prepare and update calendars based on work assignments and reassignments.
• Attend training and keep up with product, service, customer updates and cross-training.
• Read updated reference materials and announcements pertaining to schedules and changes.

Skills

Good written and verbal communication

Education

Education or equivalent work experience

Tools

Mobile resource management tools

Job description

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.

Responsibilities

• 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.

About Us

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.

We are a global Company operating in multiple Locations and Entities. As we are keen to find the best solution for our candidates several legal entities might be applicable for a Job offer. A List of our operating entities can be found https://www.dieboldnixdorf.com/en-us/about-us/global-locations