Dispatcher

Armstrong Group•Ashland, OH

11d

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, handles outage-related coordination and customer communications, and provides administrative support. The position requires shift-work flexibility, including the ability to work evenings and weekends. The Armstrong Group is a family-owned and operated collection of companies founded in 1946. It encompasses multiple industries and employs over 2,400 people nationwide. Its brands include Armstrong Utilities, Guardian Protection, Armstrong Development, 4Front Solutions, Twin Pops, and Armstrong Comfort Solutions. Armstrong is an Equal Opportunity Employer.

Requirements

Broad-based knowledge of telecommunications and cable company operations.
Excellent PC skills, including Windows, HEAT, MS 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

Manage technician workload configurations in auto-routing and support capacity loading under the direction of the General Manager or Assistant General Manager.
Serve as a super-user of 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, and assign or reassign work to meet customer commitments and keep technicians engaged.
Screen outage situations to prevent unnecessary truck rolls; set and clear outage AS/400 logs; notify appropriate personnel; monitor the outage program; and relay messages between technicians and the required department.
Use NOC tools to troubleshoot and verify services and call customers before dispatching a truck in outage situations.
Assist technicians with troubleshooting and request additional assistance from a senior installer as needed.
Monitor and prioritize pools of unscheduled work and assign it 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 support and SRO order creation.
Perform other duties as assigned.