Field Service Dispatcher

Diebold Nixdorf•North Canton, OH

About The Position

Serves as the primary point of contact for Field Operations personnel and as a liaison among customers, Field Operations, and internal business groups. Coordinates and monitors customer appointments to support timely service and an excellent customer experience. Monitors technical status to manage arrival times and shift completion, and reviews job pools and schedules to identify unfilled time slots, overbooking, inefficiencies, cancellations, and other issues. Responsibilities include route control, appointment coordination with customers and providers, spare-parts management, debriefing quality analysis, and documentation. Dispatches assigned work within the assigned territory to field service technicians and third parties, ensuring service-level agreements are met and workload is balanced across available resources in a cost-effective and efficient manner.

Requirements

Education or equivalent work experience.
Minimum of 2–4 years of relevant experience, or an equivalent combination of education and experience, in Field Service Dispatch.
Good written and spoken local-language skills.

Nice To Haves

Good written and spoken business English skills.

Responsibilities

Provide Field Service Dispatcher support for an assigned area or region.
Monitor Technician status through mobile resource management tools to manage arrival times and shift completion.
Check job pools and schedules; identify unfilled time slots, overbooking, inefficiencies, cancellations, and rescheduled, late, or unfinished jobs.
Assign or reassign work to meet customer commitments.
Ensure daily Technician routes are operationally efficient, with appropriate drive times, schedules that meet on-time guarantees, maximum productivity, and alignment with employee skill sets.
Anticipate obstacles that may interfere with work completion and identify ways to address them.
Manage backfill of daily openings in Technicians' routes, accommodating changes in Technician paid time off (PTO), planned activities, and customer demands.
Respond to internal and external customer calls and contact customers regarding appointment verification, rescheduling missed appointments, job move-ups, and work order cancellations.
Adjust system configurations by preparing calendars, reassigning Technician work based on skill set, and making work zone adjustments.
Proactively solicit feedback to support continuous improvement.
Support, aid, and assist team members and others.
Dispatch assigned work within the assigned territory to field service technicians and third parties, balancing workload and resources while considering service-level agreements, skills, and spare-parts availability.