Dispatcher

Armstrong Group•Ashland, OH

12d

About The Position

The Dispatcher coordinates Broadband Technicians’ daily work order activity. The role supports capacity management, order routing and assignment, and adjustments to technician schedules throughout the day. It also monitors routes and technician availability, supports customer communications and outage response, and provides administrative assistance.

Requirements

Broad-based knowledge of telecommunications and cable company operations.
Excellent PC skills, including Windows, HEAT, Microsoft Office, and AS/400.
Strong organizational skills and 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.

Responsibilities

Configure technician workloads in the auto-routing system and support capacity loading under the direction of the General Manager or Assistant General Manager.
Serve as a super-user for workforce management tools, including TOA and NOC Tools.
Balance daily Broadband Technician routes for drive time, on-time arrivals, productivity, and employee skill sets.
Monitor technicians and routes throughout the day; identify cancellations, available capacity, late-running technicians, and other changing conditions, then assign or reassign work to meet customer commitments and keep technicians engaged.
Help prevent unnecessary truck rolls; maintain outage and clearing outage AS/400 logs, notify appropriate personnel of outages, monitor the outage program, and relay messages between technicians and departments.
Use NOC tools to troubleshoot and verify services and call customers before dispatching a truck in outage situations; assist technicians with troubleshooting and request senior installer assistance as needed.
Monitor and prioritize pools of unscheduled work and assign jobs to fill technician shifts.
Monitor service-out trouble tickets and assign work to meet 24-hour response expectations, including assigning on-call technicians.
Call customers regarding call-before requests, outage-resolution confirmation, priority or same-day scheduling requests, arrival updates, and similar matters.
Provide administrative support, including check-in assistance and SRO order creation.
Perform other duties as assigned.