Serves as the primary point of contact for Field Operations personnel and as a liaison between or among customers, Field Operations and internal business groups. Coordinates and monitors customer appointments to ensure timely and excellent customer experience. Monitors technical status to manage arrival times and shift completion. Monitors job pools and schedules, identifying unfilled time slots, overbooking, inefficiencies, cancellations and other situations including effective route control, appointment arrangements with customers / providers, Spare parts management, debriefing quality analysis and documentation. Dispatching of all assigned work within the assigned territory to field service technicians and third parties. Ensure SLAs and balance workload between applicable resources and considering e.g. skills and spare parts availability in a most cost effective and efficient manner. Takes action to assign or reassign work to meet customer commitments.
- Utilizes workload forecasting and makes necessary adjustments to Technician placement before auto routing occurs.
- Ensures daily routes meet business rules / requirements and maximizes Technicians route efficiency.
- Adjusts systems configuration and makes work zone adjustments to ensure Technician routes are operationally efficient ( For Example, appropriate drive time, meet on-time guarantees, maximize productivity, align with assigned employee skill sets) and anticipates and addresses obstacles.
- Develops and recommends best practices on how to improve customer experience, internal processes, system configurations and routing effectiveness.
- Interacts with vendor partners to resolve day-to-day and longer-term routing issues.
- Responds to internal partner issues and questions, ensuring a mutual understanding and commitment to delivering the best possible customer service.
- Prepares reports for management, compiling data from appropriate databases and other sources, recommending process, system and customer service improvements.
- Provides mentoring and on-the-job training for other Dispatchers.
- Serves as subject matter expert of�routing tools, route plans and auto-routing program.
Required Qualifications
- Education or equivalent work experience required.
- Minimum of 6-8 years of relevant experience or equivalent combination of education and experience in Field Service Dispatch.
- Good local language skills required (Written and spoken) and preferably good business English skills (Written and spoken).
