Technical Services Scheduling & Dispatch Coordinator

Xerox Philippines; Cebu City; On-site; PHP 480,000 - 720,000; Full time

Job summary

Xerox Philippines is seeking a Technical Services Ops Support Specialist to provide centralized scheduling and operational support for field services across the United States and Canada. You will assist field engineers and service leaders, ensuring schedule coverage and timely communication.

In a fast-paced, collaborative environment, you will monitor tools, manage assignments, respond to scheduling requests, and document daily activity to improve service delivery.

Qualifications

• Bachelor’s degree or equivalent combination of education and work experience.
• Strong organizational and prioritization skills to manage multiple requests.
• Clear and professional written and verbal communication skills.
• Ability to collaborate with field engineers and cross-functional teams.
• Understanding of SLA commitments and escalation procedures.

Responsibilities

• Monitor Genesys, ServiceNow, and dispatcher workspaces for scheduling needs and SLA risks.
• Identify conflicts, extended durations, and opportunities to reassign service calls.
• Respond to scheduling requests from Technical Service Managers and provide assignment support.
• Assign or reassign pending calls based on availability, travel, workload, and geography.
• Support urgent scheduling changes due to illness or other events.
• Follow escalation procedures when coverage is at risk.
• Communicate outcomes and operational updates through the proper channels.
• Conduct end-of-day schedule reviews to identify uncovered calls and workloads.
• Notify TSMs of coverage risks and suggest reassignment options.
• Maintain scheduling records and provide daily activity reports.

Education

Bachelor’s degree in any discipline

Strong organizational and prioritization skills

Clear and professional written and verbal communication skills

Problem-solving abilities

Tools

ServiceNow

Genesys

Job description

Xerox Philippines is seeking a Technical Services Ops Support Specialist to provide centralized scheduling and operational support for field services across the United States and Canada. You will assist field engineers and service leaders, ensuring schedule coverage and timely communication.

In a fast-paced, collaborative environment, you will monitor tools, manage assignments, respond to scheduling requests, and document daily activity to improve service delivery.