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.
Responsibilities
Provides Field Service Dispatcher support for an assigned area or region.
Monitors Technician status through mobile resource management tools to manage arrival times and shift completion.
Checks job pools and schedules, and identifies unfilled time slots, overbooking, inefficiencies, cancellations and rescheduled, late or unfinished jobs.
Takes action to assign or reassign work to meet customer commitments.
Ensures daily Technician routes are operationally efficient by addressing / establishing: Appropriate drive times, Schedules to meet on-time guarantees, Maximum productivity, Alignment with employee skill sets.
Anticipates obstacles that may interfere with work completion and identifies means to address those obstacles.
Manages backfill of daily openings in Technicians' routes, accommodating daily changes in Technician paid time off (PTO), planned activities and customer demands.
Responds to internal and external customer calls and contacts customers regarding appointment verification, rescheduling missed appointments, job move-ups and work order cancellations.
Adjusts systems configurations by preparing calendars, reassigning Technician work assignments based on skill set and making work zone adjustments.
Proactively solicits feedback to ensure continuous improvement.
Displays willingness to support, aid and assist team members and others.Qualifications
Required Qualifications
Education or equivalent work experience required.
Minimum of 2-4 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).About us
Why should you join Diebold Nixdorf?
Brightest minds + technology and innovation + business transformation The people of Diebold Nixdorf are 23,000+ teammates of diverse talents and expertise in more than 130 countries, harnessing future technologies to deliver personalized, secure consumer experiences that connect people to commerce. Our culture is fueled by our values of collaboration, decisiveness, urgency, willingness to change, and accountability.
–Diebold Nixdorf is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity, age, marital status, veteran status, or disability status.
** To all recruitment agencies: Diebold Nixdorf does not accept agency resumes. Please do not forward resumes to our jobs alias, Diebold Nixdorf employees or any other organization location. Diebold Nixdorf is not responsible for any fees related to unsolicited resumes**
We are a global Company operating in multiple Locations and Entities. As we are keen to find the best solution for our candidates several legal entities might be applicable for a Job offer. A List of our operating entities can be found here - https://www.dieboldnixdorf.com/en-us/about-us/global-locations