Technical Support Dispatcher

Luigi Lavazza S.p.A.

1d•Hybrid

About The Position

The role of the Technical Support Dispatcher works on a team supervised by the Technical Team Lead. This role is responsible for managing and prioritizing customer calls/emails for dispatching information to both internal technicians and our service partners. This role is crucial to providing excellent customer service and technical expertise to customers and expedite Coffee and Espresso equipment issues and resolutions. This role plays a pivotal role as a key liaison between our customer and in coordinating our field technicians to ensure that our customers’ needs are met promptly and efficiently.

Requirements

High school diploma or equivalent; additional education or trianing in customer service, communication or related fields is a plus
3+ years experience in Customer Service, required
3+ years experience in Technical Troubleshooting and/or Electronics, required
Utilization of Microsoft Office Suite and Outlook
Proficiency in using dispatching software and CRM systems
Microsoft O365 experience required
Excellent verbal and written communication skills
Technical abilities and troubleshooting skills (electronics experience preferable)
Ability to remain composed and make quick decisions in a fast-paced environment
Genuine passion for delivering exceptional customer experiences
High attention to detail and a sense of pride and ownership to one’s work
Ability to occasionally lift and/or move up to 50 pounds
Ability to sit/stand for extended periods of time
Up to 10% travel required annually

Nice To Haves

Basic knowledge of Coffee and Espresso equipment is a plus

Responsibilities

Communicate with customers to understand, troubleshoot, and/or dispatch a service provider to resolve equipment issues.
Communicate with technicians to schedule service calls, preventative maintenance, and/or installations.
Create, dispatch, and update customer work orders using Lavazza Dispatching Software and CRM.
Provide phone and/or video troubleshooting with customers to avoid onsite technical intervention.
Provide reporting and KPI’s from dispatching software for alignment of customer Service Level Agreements (SLA).
Liaise with sales and account management to ensure quick, proactive, and hassle-free solutions.
Provide expertise through continuous technical training and education with new product offerings.
Drive initiatives within CRM strategy & revenue generation model.
Monitor machine reliability, track issues, and work to reduce equipment downtime.
Perform additional clerical/administrative duties as required.