Service Support Specialist

Swire Coca-Cola • Tempe, AZ

3d • Hybrid

About The Position

The Service Support Specialist efficiently routes reactive service requests and appointments to technicians on a day-to-day basis. The dispatcher confirms requested work, gathers necessary information, and communicates in a timely manner with technicians, Field Service Directors, and Supervisors. The role schedules and monitors technician routes and service activity, prioritizes urgent requests, and coordinates service support through phone, email, Teams, text, and other resources. The position works from the office weekly, with occasional days from home; weekend, holiday, and after-hours coverage may be required as needed or when scheduled.

Requirements

• High school diploma or GED.
• Experience in logistic routing and dispatching.
• Work from the office weekly, with occasional days from home.
• Work weekends, holidays, and after hours as needed.

Nice To Haves

• Salesforce and Field Service Lightning (FSL) experience.
• Experience with Microsoft Office, including Teams, Outlook, Excel, and Word, and with Zoom.

Responsibilities

• Review incoming reactive service appointment requests promptly and route them accurately.
• Schedule and dispatch high-priority calls within 30 minutes of receipt.
• Schedule all other service appointments within 24 hours of receipt.
• Add notes and documentation to work orders and emails, and advise technicians of updates.
• Ensure scheduled technicians have work available and are dispatched during their shifts.
• Communicate with appropriate departments and team members throughout the day, including about incomplete or rollover activity.
• Manage technician service routes and call movements.
• Use Optimization when dispatching technician routes.
• Schedule routes according to call priority, technician availability and skill set, customer geography, activity duration, and travel time between work orders.
• Monitor daily activity on 24-hour hold, hold for parts, postponed, or on-hold status and determine next actions.
• Answer multiple phone lines, including after-hours and weekend calls when scheduled.
• Create local customer work orders via Zoom.
• Escalate and prioritize urgent calls.
• Monitor and respond to service support requests received by email, Teams IM, text, or phone.

Benefits

• Competitive wages paid bi-weekly or optional pay on demand.
• Overtime opportunities.
• Health coverage with three medical options, dental, and vision.
• Health Savings Accounts with company match.
• 401(k) retirement plan with company match.
• Free virtual primary care, acute care, and physical therapy.
• Free Employee Assistance Program.
• Free annual safety shoes for most roles.
• Seven company-paid holidays and three paid floating holidays.
• Paid time off, including vacation, sick time, bereavement, jury duty, maternity/parental, disability leave, and volunteer time.
• Discounted and free product.
• Tuition reimbursement.
• Opportunities for career advancement.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED