Responsibilities
• Service Coordination & Scheduling: o Manage the end-to-end process of resolving service incidents, from initial contact to resolution and invoice generation. o Efficiently dispatch and schedule technicians based on data-driven assignments, ensuring optimal routing and workload balance. o Continuously monitor and manage the Dispatch Dashboard, prioritizing tasks by age, client SLA, and urgency (including Premier/Platinum accounts and drive-thru paging). o Create detailed scopes of work for all service trips (initial and return) and ensure they are accurately documented in incident notes. o Review and confirm the prior day's activity, ensuring all completed jobs are accurately recorded. o Prepare and finalize the following business day's service schedule at least two hours before the close of business for review and mapping. o Communicate last-minute scheduling changes to clients and technicians promptly via phone and/or email. o Work closely with technicians, subcontractors, and Field Operations/Internal Affairs to ensure real-time schedule updates and resource availability to meet SLAs. o Collaborate with various vendors to facilitate meetings and special equipment/tool orders. o Adhere to subcontractor process documents when applicable.
• Customer & Communication Management:o Provide end-to-end support to clients, including initial technical assistance and scheduling resources. o Maintain constant availability on Genisys to handle direct line calls. o Ensure all client job confirmations have detailed incident notes (who, what, when, etc.) and that emails are sent for technician visibility. o Respond to all client requests, messages, and emails within 6 business hours and by the end of the day. o Provide ETA updates and incident changes to clients in a timely manner. o Maintain a cordial and professional working relationship with clients, technicians, and all internal colleagues, including Project Coordinators and Field Operations Managers.
o Escalate P1 and P2 tickets approaching or breaching SLAs proactively to management. o Ensure all incident information is thoroughly documented and logged in the incident management system. o Conduct post-incident reviews to identify lessons learned and action items for service quality improvement. o Assist with administrative tasks for Service Departments, including contract review, equipment list review, general client/product reporting, and account data review. o Provide custom client-facing reports and manage service reporting for designated customers.
o Update any client 3rd party systems accurately and in a timely manner. o Keep the Buyer’s Work Center (BWC) up to date and managed. • Operational Excellence & Team Collaboration: • Experience: o At least 1 year of experience in a client-facing or customer support role, preferably within a service dispatch or coordination capacity.• Communication: o Proficient level of English, with strong written and oral communication skills. o Excellent interpersonal skills, demonstrating a positive attitude and exceptional customer service.
• Technical & Analytical: o Computer literate with the ability to quickly learn and navigate various systems (e.g., Genesys, Dispatch Dashboard, incident management systems). o Strong record-keeping and analytical skills with keen attention to detail.
