Technology Repair Dispatcher

Parabit Systems; Bellmore (NY); On-site; USD 42,000 - 62,000; Full time

Job summary

Parabit Systems in Bellmore, NY is seeking a Technology Repair Dispatcher to act as the liaison between service technicians and customers. You will coordinate the scheduling of service appointments, track technician location and status, and relay information between technicians and customers.

In this role you will manage dispatch tickets from open to close, brief technicians after each call, maintain the dispatch board, forecast workload 2–3 days out, and input orders to ship parts from the

Qualifications

• Two years related experience in customer service, dispatching or project management.
• HS Diploma or GED required.
• Experience coordinating service calls or field services is a plus.

Responsibilities

• Answer incoming customer calls in a professional manner.
• Schedule and coordinate equipment installations, decommission and relocation.
• Create dispatch tickets for service calls and dispatch Service Technicians.
• Manage service tickets from open to close, ensuring technicians complete all steps.
• Inform Service Technicians after each call completion.
• Maintain the dispatch board/schedule and forecast workload for 2–3 days out.
• Follow up on all pending service tickets and install tickets.
• Call Field Service Technicians for ETAs.
• Upload/download data to panels for customers and Technicians.
• Maintain and distribute requested reports.
• Input orders and ship parts to Technicians from company warehouse.
• Update service tickets with new information.
• Input proposals for installations, decommissions, or relocation of equipment.
• Reconcile timecards and work orders to service schedule.
• Compare timecards to GPS reports for accuracy.
• Provide customers with details of service completion or need to return.
• Performs other duties as assigned.

Skills

Communication

Organization

Multitasking

Teamwork

Geographical knowledge

Customer service

Problem-solving

Adaptability

Education

High School Diploma or GED

Tools

Excel

MS Office

Job description

Job Summary:

The Technology Repair Dispatcher will act as the liaisons between service technicians and customers. Dispatch will coordinate the scheduling of service appointments, track technician location and status, and relay information back and forth between technicians and customers. Service dispatchers will also be responsible for tracking inventory and equipment usage.

Duties/Responsibilities:

• Answer incoming customer calls in a professional manner.
• Schedule and coordinate equipment, installation, decommission and relocation.
• Create dispatch ticket for service calls, and dispatch Service Technicians.
• Manage service tickets from open to close, making sure Technicians have completed all steps before closing.
• Apprise Service Technicians after the completion of each call.
• Maintain the dispatch board/schedule and forecast workload for 2-3 days out.
• Follow up on all pending service tickets and install tickets.
• Call Field Service Technicians for ETA's.
• Upload/download date to panels for customers and Technicians.
• Maintain and distribute requested reports.
• Input orders and ship parts to Technicians from company warehouse.
• Update service tickets as information is received (dates, additional instructions or parts, GC contact info...)
• Input proposals for installations, decommissions, or relocation of equipment.
• Reconcile service timecards and work orders to service schedule.
• Compare timecards to GPS Report to check for accuracy.
• Provide customer with details of service completion or need to return.
• Performs other duties as assigned.

Required Skills/Abilities:

• Excellent verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Ability to adjust to change quickly, prioritize and multi-task.
• Capability to work independently and as part of a team.
• Geographical knowledge of service area or map reading skills.
• Advanced customer service skills.
• Strong analytical and problem-solving skills.
• Proficient with Microsoft Office Suite or related software, specifically Excel

Education and Experience:

• High school diploma, or general education degree (GED)
• Two years related experience and/or training in customer service, dispatching or project management or equivalent combination of education and experience.

All employment candidates must pass: a NON-DOT Drug screening, Criminal and Credit Background Check and a Driver License Check prior to employment.