Field Service Scheduling & Dispatch Specialist

Xerox; Cebu City; On-site; PHP 480,000 - 600,000; Full time

Job summary

Xerox is seeking a Technical Services Ops Support Specialist in Cebu City, Philippines. In this role you will provide centralized scheduling and operational support to field engineers and service leaders across the US and Canada, ensuring timely responses to customer needs and maintaining service coverage.

You'll monitor service-management tools like ServiceNow and Genesys, identify scheduling risks, and execute assignments that optimize geographic coverage while maintaining SLA commitments.

Qualifications

• Bachelor’s degree in any discipline or equivalent experience.
• Experience in service scheduling, dispatch, or field service operations.
• Experience with ServiceNow or Genesys is an advantage.
• Knowledge of work-order management and SLA commitments.
• Strong organizational and prioritization skills.
• Analytical and problem-solving abilities.
• Clear written and verbal communication.
• Attention to detail and accurate record-keeping.
• Ability to collaborate with field engineers and cross-functional teams.
• Adaptability to urgent scheduling changes.

Responsibilities

• Monitor scheduling tools for pending service calls and SLA risks.
• Identify conflicts, extended durations, uncovered shifts, and reassign as needed.
• Respond to scheduling requests from Technical Service Managers.
• Assign or reassign calls based on availability and geography.
• Support urgent scheduling changes due to incidents or vehicle issues.
• Follow escalation procedures when issues remain unresolved.
• Communicate outcomes and updates through appropriate channels.
• Conduct end-of-day reviews to identify gaps and long calls.
• Notify managers of coverage risks and recommend options.
• Maintain records and provide daily activity reports.
• Identify recurring issues and propose process improvements.

Skills

Scheduling & dispatch

Workforce coordination

Customer support

Service management

SLA understanding

Organizational skills

Analytical thinking

Communication skills

Attention to detail

Cross-functional collaboration

Adaptability

Education

Bachelor's degree or equivalent

Tools

ServiceNow

Genesys

Job description

Xerox is seeking a Technical Services Ops Support Specialist in Cebu City, Philippines. In this role you will provide centralized scheduling and operational support to field engineers and service leaders across the US and Canada, ensuring timely responses to customer needs and maintaining service coverage.

You'll monitor service-management tools like ServiceNow and Genesys, identify scheduling risks, and execute assignments that optimize geographic coverage while maintaining SLA commitments.