Field Service Dispatcher

Nilfisk•Brooklyn Park, MN

3d•Onsite

About The Position

Enables the Field Service organization to deliver a great Customer Experience by evaluating and scheduling customer work order repair requests for Nilfisk Service technicians within 4 hours of receipt. Develops and utilizes a basic understanding of US-based Service Technician geographical to optimize productivity (work orders/day) by grouping customer work orders that are close in proximity. Seeks, promotes and embraces opportunities for process improvement and new ways of working.

Requirements

Associates degree or equivalent from a two-year college; 2 years relevant experience and training; or equivalent combination of education and experience.
0 – 2 years prior experience in similar or related field.
Excellent communication and customer service skills.
Strong organizational skills and attention to detail.
Ability to work independently with little direct supervision.
Comfortable in a fast-paced environment with strong performance expectations.
Likes working in team environments and comfortable relying on others.
Comfortable with change from process improvements.
MS Office and business applications.
Ability to read, write and speak English and interpret documents such as safety regulations, customer emails, and service contract requirements.
Ability to write routine reports and correspondence.
Ability to speak effectively before customers or employees of the organization.
Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Ability to apply commonsense understanding to carry out instructions furnished in written, oral or diagram form.
Ability to deal with problems involving several concrete variables in standardized situations.
While performing the duties of this job, the employee is regularly required to use hands to type, enter data via a keyboard into a computer, and ability to see color (plus).

Nice To Haves

SAP and Salesforce/Servicemax (plus)
ability to see color (plus)

Responsibilities

Reviews WO requests throughout the day within the SVMX dispatch console and reports as needed.
Determines technician assignment in accordance to scheduling rules with all requests handled within 4 business hours.
Develops and retains territory knowledge to deliver an efficient scheduling to optimize technician productivity (work orders per day).
Collaborates with service technicians as needed to adjust schedules based situational needs.
Schedules on average 25-50 work orders per days dependent on volume.
Transacts corrections to work orders caused by billing or parts discrepancies or at managers direction.
Assists with tracking parts orders for technicians in progress work orders.
Supports fellow coordinators with coverage for time or other unforeseen absences.
Participates in Customer communications and internal meetings as required.
Provides leadership with process improvement of the service coordinate function and adjacent functions.
Maintains Outlook email daily.