Field Service Dispatcher

Vision Technologies; Glen Burnie (MD); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health insurance

Retirement plans

Paid time off

Professional development opportunities

Job summary

Vision Technologies is seeking a Field Service Coordinator to act as a communication hub among customers and technicians. The role emphasizes scheduling, records maintenance, and timely service delivery in a hybrid office environment.

The ideal candidate will have 2–4 years in dispatch or customer service, experience with IT ticketing systems, and a solid understanding of SLAs, with a preference for a background in low-voltage technology.

Qualifications

• High school diploma or equivalent required; associate or bachelor’s degree in business, logistics, or related field preferred.
• 2-4 years of experience in dispatching, customer service, or related role.
• Experience working with an IT ticketing system.
• Working understanding of SLAs (service level agreements).
• Experience in low-voltage technology is an asset but not essential.

Responsibilities

• Dispatch coordination: Schedule and dispatch technicians based on customer requests, service orders, and location.
• Maintain accurate records of technician locations, status, and availability.
• Adjust schedules as needed to accommodate emergency service requests and priority changes.
• Receive customer service requests via phone, email, or online portals.
• Confirm service appointments with customers and provide estimated arrival times.
• Communicate service details and instructions to technical resources, ensuring they have all necessary information.
• Monitor technicians’ progress and update customers on any changes or delays.
• Serve as a liaison between customers, technicians, and management to facilitate effective service delivery.
• Maintain detailed records of service calls, technician assignments, and customer interactions.
• Review and distribute daily schedules and work assignments to technicians.
• Process and file service-related documentation, including service reports and invoices.
• Ensure timely progression of all open engagements.
• Collaborate with other departments to ensure cohesive service provision.
• Participate in team meetings, training sessions, and professional development opportunities.

Skills

Excellent organizational skills

Multitasking abilities

Strong communication and interpersonal

Ability to work under pressure

Problem-solving skills

Education

High school diploma or equivalent

Associate or bachelor’s degree in business, logistics, or related field

Tools

IT ticketing system

Dispatching software

Microsoft Office Suite

Job description

Overview

The Field Service Coordinator role is a communication hub, requiring excellent communication skills to ensure clear and accurate information is provided to both customers and technical resources. This role also demands strong organizational skills and the ability to handle multiple tasks simultaneously in a fast-paced environment.

Responsibilities

• Dispatch Coordination:
• Schedule and dispatch technical resources (technicians) based on customer requests, service orders, and location.
• Maintain accurate records of technician locations, status, and availability.
• Adjust schedules as needed to accommodate emergency service requests and priority changes.
• Customer Interaction:
• Receive customer service requests via phone, email, or online portals.
• Confirm service appointments with customers and provide estimated arrival times.
• Address customer inquiries and concerns promptly, providing clear and accurate information.
• Communication:
• Communicate service details and instructions to technical resources, ensuring they have all necessary information.
• Monitor technicians’ progress and update customers on any changes or delays.
• Serve as a liaison between customers, technicians, and management to facilitate effective service delivery.
• Administrative Duties:
• Maintain detailed records of service calls, technician assignments, and customer interactions.
• Review and distribute daily schedules and work assignments to technicians.
• Process and file service-related documentation, including service reports and invoices.
• Ensure timely progression of all open engagements.
• Team Collaboration:
• Collaborate with other departments to ensure cohesive service provision.
• Participate in team meetings, training sessions, and professional development opportunities.

Qualifications

Education:

• A high school diploma or equivalent is required; an associate or bachelor’s degree in business, logistics, or a related field is preferred.

Experience:

• Minimum of 2-4 years of experience in dispatching, customer service, or a related role.
• Experience working and using an IT ticketing system.
• A working understanding of SLAs (service level agreements).
• Experience in low-voltage technology is an asset but not essential.

Skills:

• Excellent organizational and multitasking abilities.
• Strong communication and interpersonal skills.
• Proficiency in Microsoft Office Suite and experience with dispatching software.
• Ability to work effectively under pressure and in a fast-paced environment.
• Problem-solving skills and the ability to make quick, informed decisions.

Working Conditions:

• Environment:
• Office-based with a hybrid structure
• Standard office hours
• Physical Requirements:
• Ability to sit for extended periods.
• Ability to use a computer and telephone for prolonged periods.

Compensation and Benefits:

• Competitive salary based on experience and qualifications.
• Comprehensive benefits package, including health insurance, retirement plans, and paid time off.
• Opportunities for professional development and career advancement.

This job description conveys essential information about the nature and level of work employees perform in this role. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required. Management reserves the right to amend and change responsibilities to meet business and organizational needs.

Company Overview

Vision Technologies, a national and global systems integrator, provides IT services and solutions for commercial and federal clients. Our seasoned staff has keen insight into trends and emerging technologies that are changing the way we work, communicate, and protect our society. We offer design, installation, support and project management for Distributed Antenna Systems, Passive Optical Networking, voice/data, wireless systems, security, audiovisual, and video teleconferencing delivering powerful IP-centric, integrated solutions that get results.

Vision Technologies is an AA/EOE/M/F/Disabled/VET Employer committed to providing equal employment opportunity without regard to an individual’s race, color, religion, age, gender, sexual orientation, veteran status, national origin, or disability.