Field Service Dispatcher

Vision Technologies, Inc • Glen Burnie, MD

3h • Hybrid

About The Position

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

Requirements

• A high school diploma or equivalent is required
• Minimum of 1-2 years of experience in dispatching, customer service, or related role
• Experience working and using an IT ticketing system
• A working understanding of SLAs (service level agreements)
• 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

Nice To Haves

• An associate or bachelor’s degree in business, logistics, or a related field is preferred
• Experience in low-voltage technology is an asset but not essential

Responsibilities

• Schedule and dispatch service 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.
• Address customer inquiries and concerns promptly, providing clear and accurate information.
• Communicate service details and instructions to technicians, ensuring they have all necessary information.
• Monitor technician’s 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.
• Use dispatching software and systems to manage schedules and track technician movements.
• Ensure accurate data entry and timely updates in the dispatch system.
• Utilize GPS and other tracking technologies to monitor technician locations and optimize routes.
• Collaborate with other departments to ensure cohesive service provision.
• Participate in team meetings, training sessions, and professional development opportunities.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 251-500 employees