<p>JOB SUMMARY:</p> <p>This position is responsible for the scheduling and dispatching of our Field Service Engineers in accordance with job requirements and capacity.</p> <p>ESSENTIAL DUTIES AND RESPONSIBILITIES:</p> <ul> <li>Receive and process service requests from customers via phone, email, or other communication channels </li><li>Coordinate and schedule service jobs with customers and technicians </li><li>Dispatch field service engineers to customer locations based on availability, proximity, and skillset </li><li>Monitor service job progress and update customers and internal partners on any changes or findings </li><li>Maintain accurate records of service requests, dispatch activities, and customer interactions </li><li>Collaborate with other departments to ensure efficient and timely resolution of service issues </li><li>Utilize Visual Planning and other software systems to track and manage service orders </li><li>Conduct follow up calls with customers as needed </li><li>Effectively analyze needs and resources to establish long-term scheduling efficiency and success to ensure high levels of customer satisfaction </li><li>Complete necessary paperwork, including preparing and distributing of work schedules, job sheets, daily updates and plans to service supervisors and company manager </li><li>Process job changes and communicate changes to the Field Service Engineers and customers when necessary </li><li>Work in tandem with Field Service Supervisor and Service Manager on any issues that arise on a job site </li><li>Communicate with field personnel constantly on phones, emails, & other channels </li><li>Work closely with the Parts Department for any ordering and tracking on parts needed for a scheduled job </li><li>Other administrative duties as assigned </li></ul> <p>An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.</p> <p>MINIMUM EDUCATION AND QUALIFICATIONS:</p> <ul> <li>High School Diploma or equivalent </li><li>2 or more years of related experience in scheduling and/or dispatching </li></ul> <p>KNOWLEDGE, SKILLS AND ABILITIES:</p> <ul> <li>Ability to be customer focused and to resolve conflicts in an inclusive, calm and transparent manner </li><li>Ability to communicate openly with a professional demeanor - excellent communication skills both verbally and written </li><li>Attention to detail and ability to handle high amounts of quick turnaround information </li><li>Ability to work independently and be an effective team player who contributes positively to the end goals and maintaining interpersonal skills </li><li>Ability to exercise good judgement and be proactive </li><li>Computer literacy - knowledge of database software; Internet software; spreadsheet software and word processing software </li><li>Willingness to work a flexible schedule </li></ul> <p>PROTECTIVE CLOTHING AND EQUIPMENT:</p> <ul> <li>Steel-toe shoes </li><li>Eye protection </li></ul> <p>WORKING ENVIRONMENT:</p> <p>The work environment characteristics described here are representative of those an Associate encounters while performing the essential functions of this job.</p> <ul> <li>Work is performed mainly in an office environment and occasionally in a manufacturing environment. The noise level in the work environment is usually moderate. </li></ul>