Dispatcher

Armstrong; Ashland (OH); On-site; USD 25,000 - 39,000; Full time

Benefits offered by this job

Competitive pay

Benefits package

Paid time off

Job summary

Armstrong Group in Ashland, Ohio seeks a Dispatcher to coordinate Broadband Technicians and daily work-order activity. You will manage capacity, route orders, and adjust technician schedules to meet customer commitments.

You will serve as a super-user of WFM tools and related software, monitor routes, prevent outages, and support field staff with timely communications. This role requires flexibility for evenings and weekends and strong problem solving.

Qualifications

• Broad telecom knowledge and cable company operations experience.
• Excellent PC skills: Windows, HEAT, MS Office and AS/400.
• Strong organizational skills with ability to plan and distribute work in a dynamic environment.
• Effective verbal and written communication abilities.
• Willingness to perform shift work including evenings and weekends.

Responsibilities

• Capacity management: configure workload in auto-routing and support capacity loading.
• WFM Tool expert: serve as a super-user of workforce tools (TOA, NOC Tools).
• Routing: balance daily Broadband Tech routes for drive time and on-time arrivals.
• Monitor routes and adjust assignments to meet customer commitments.
• Screen outages and coordinate with teams, use NOC tools for troubleshooting.
• Schedule filling: prioritize available unscheduled work and assign to shifts.
• Prioritize service-out/24-hour response tickets and on-call scheduling.
• Customer service: call customers for outage resolution updates and scheduling requests.
• Administrative support: check-in, SRO order creation, and related tasks.

Skills

Telecom knowledge

Organizational skills

Communication skills

Windows

AS/400

Tools

HEAT

NOC Tools

TOA

Job description

The Dispatcher’s primary responsibility is the daily coordination of our Broadband Technicians for the fulfillment of work order activity. This includes capacity management support, order routing, order assignment and reacting to changes to technician schedules throughout the day.

What’s In It For You

• Competitive hourly wage and incentive plan
• Attractive benefits package including medical, dental, vision, 401k and more, effective immediately upon hire
• Generous Paid time off & holidays

What You Will Be Doing

• Capacity Management: technician workload configuration management in auto-routing, provide input into and support of capacity loading (with the direction of General Manager/Assistant GM).
• Work Force Management (WFM) Tool Expert User; serve as a super-user on our workforce related tools (TOA, NOC Tools and similar).
• Routing: ensure daily Broadband Tech routes are balanced in quality and effective in terms of drive time, on-time-arrivals, productivity, and employee skill sets.
• Monitoring; monitor techs/routes throughout the day. Identify cancellations, available capacity, late running techs, and other dynamic conditions. Take immediate action to assign/reassign work to meet customer commitments and maintain fully engaged technicians.
• Screening; prevent truck rolls. Responsible for setting outage and clearing outage AS/400 logs. The dispatcher also notifies appropriate personnel of outage situations, monitors outage program in system, and relays messages between technicians and the required department. Responsible for using the NOC tools for troubleshooting and verifying service(s) and calling the customer before rolling a truck in outage situations. May assist techs with troubleshooting and request additional assistance from senior installer as needed.
• Schedule filling: monitor and prioritize the pools of available unscheduled work and assign to complete technician shifts.
• Priority Work Management: monitor “service out” trouble tickets and assign to meet 24 hour response expectations, including on-call technician assignment.
• Customer Service Support; place customer calls for; “call before” requests, outage resolution confirmation, priority or same day scheduling requests, arrival updates, and similar.
• Administrative Support; Check-in support, SRO order creation and similar.

What You Will Need

• Broad-based knowledge of telecommunications and cable company operations.
• Excellent PC Skills in Windows, HEAT, MS Office and AS/400.
• Strong organizational skills - Demonstrated ability to plan, organize and distribute work assignments in a dynamic environment
• Effective verbal and written communication skills.
• Willingness to perform shift work.
• Ability to work evenings and weekends
• Ability to work effectively under pressure with minimal supervision.
• Other duties as assigned.

Who We Are

The Armstrong Group is a family owned and operated collection of diverse companies. What began in 1946 as Armstrong County Line Construction, founded by Jud L. Sedwick in Kittanning, PA, has now grown into an organization that encompasses multiple industries and employs over 2,400 individuals nationwide. Our brands include Armstrong Utilities, Guardian Protection, Armstrong Development, 4Front Solutions, Twin Pops, and Armstrong Comfort Solutions. Armstrong is an Equal Opportunity Employer.