Service Support Specialist

Swire Coca Cola•Tempe, AZ

2d•Hybrid

About The Position

At Swire Coca-Cola, 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 manages technician service routes and call movements, schedules work according to priority and availability, and monitors service activity and incoming requests. The position is based in the office weekly, with occasional days working from home. Weekend, holiday, and after-hours work may be needed.

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.
Knowledge of Microsoft Office, including Teams, Outlook, Excel, Word, and Zoom.

Nice To Haves

Salesforce and Field Service Lightning (FSL) experience preferred.

Responsibilities

Review incoming reactive service appointment requests promptly and route them accurately.
Schedule and dispatch high-priority calls within 30 minutes of receipt.
Schedule 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 throughout the day with appropriate departments and team members, including about incomplete or rollover activity.
Manage technician service routes and call movements.
Use Optimization when dispatching technician routes.
Schedule routes based on call priority, technician availability and skill set, customer geography, activity duration, and travel time between work orders.
Monitor daily activity, including 24-hour holds, holds for parts, postponed activities, and on-hold activities, and determine next actions.
Answer multiple phone lines, including after-hours and weekend lines when scheduled.
Create local customer work orders using Zoom.
Escalate and prioritize urgent calls.
Monitor and respond to service-support requests received through email, Teams instant messages, text messages, and calls.