Technical Services Scheduler
About The Position
HiFyve is hiring for a Technical Service Scheduler / Dispatcher in Charlotte, NC! This role serves as the primary technical point of contact for customers requiring service and troubleshooting support, and is responsible for diagnosing equipment issues, coordinating service activities, and scheduling field service technicians to ensure timely and effective customer support. This is primarily an on-site, office-based role with approximately 15–25% travel for complex service situations, installations, or training. The ideal candidate is a senior-level technical expert with strong mechanical, electrical, and hydraulic troubleshooting capabilities and excellent communication skills.
Requirements
- Extensive hands-on experience troubleshooting and servicing industrial machinery
- Strong knowledge of electrical, hydraulic, and mechanical systems
- Strong ability to read and interpret electrical and hydraulic drawings and schematics
- Demonstrated ability to diagnose technical problems remotely through conversations with customers and technicians
- Strong customer service and communication skills, with the ability to explain complex technical information clearly to customers of all technical levels
- Strong organizational and scheduling skills; ability to manage multiple customer service requests and changing priorities simultaneously
- Comfortable making decisions regarding service urgency, technician assignment, and escalation
- Strong computer skills and ability to document service activities accurately
Nice To Haves
- Bandsaw or metal-cutting machinery experience strongly preferred
Responsibilities
- Serve as a primary technical resource for customers contacting the company for equipment service and support
- Answer customer technical questions by phone, email, and other communication channels
- Troubleshoot mechanical, electrical, hydraulic, and machine-control issues remotely whenever possible
- Review electrical and hydraulic drawings to assist in diagnosing equipment problems
- Determine the likely cause of equipment issues and recommend appropriate corrective actions
- Determine when an issue can be resolved remotely versus when an on-site service visit is required
- Support customers with machine operation, maintenance, repair, upgrades, accessories, and warranty-related technical questions
- Receive and evaluate customer service requests and determine the appropriate level of service required
- Prioritize service calls based on equipment condition, customer needs, urgency, technician capabilities, and geographic location
- Schedule and dispatch field service technicians and coordinate service appointments directly with customers
- Match service requirements with the technician who has the appropriate technical skills and experience
- Communicate schedules, customer information, machine information, and technical findings to assigned technicians before dispatch
- Monitor open service requests and follow up to ensure timely completion
- Provide advanced troubleshooting assistance to field service technicians and act as an escalation point for complex issues
- Review recurring service issues and communicate product quality and service feedback internally
- Support machine installations, upgrades, repairs, accessory installations, and customer training when senior technical expertise is required
- Provide technical support related to parts identification and parts sales
- Assist with warranty issue diagnosis and resolution
- Support the development and technical capabilities of the service team through coaching and knowledge sharing
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
