Field Services Coordinator/Dispatch
Job description
About the role
As a , you will play a pivotal role in ensuring the smooth operation of our field services team. Your primary focus will be on coordinating service requests, managing schedules, and facilitating communication between field technicians and clients. This position is essential for maintaining high levels of customer satisfaction and operational efficiency. You will be based in Malta, New York, and will work closely with various departments to ensure that our services are delivered seamlessly.
Key facts
What you'll do
- Oversee the scheduling of field service technicians to ensure timely and efficient service delivery to clients.
- Act as the primary point of contact for incoming service requests, assessing urgency and prioritizing tasks accordingly.
- Maintain accurate records of service requests, technician assignments, and client interactions in our management system.
- Communicate effectively with field technicians to provide updates on service requests and any changes in schedules.
- Collaborate with the operations team to identify and resolve any potential service delivery issues before they escalate.
- Monitor technician performance and service quality, providing feedback and support as needed to enhance service delivery.
- Prepare and distribute daily, weekly, and monthly reports on service operations, highlighting key metrics and areas for improvement.
- Assist in training new team members on dispatch protocols, software systems, and customer service best practices.
- Foster strong relationships with clients to understand their needs and ensure their expectations are met or exceeded.
- Participate in team meetings to discuss ongoing projects, challenges, and opportunities for process improvements.
- Utilize various software tools to streamline dispatch operations and enhance communication within the team.
- Stay updated on industry trends and best practices to continuously improve the efficiency of field service operations.
Requirements
- A minimum of 2 years of experience in a dispatch or coordination role, preferably within the field services or technical support industry.
- Strong organizational skills with the ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
- Excellent verbal and written communication skills to interact professionally with clients and team members.
- Proficiency in using dispatch software and other relevant tools to manage service requests and schedules.
- A customer-centric mindset with a commitment to delivering exceptional service and support.
- Ability to work independently as well as collaboratively within a team setting.
- Familiarity with technical terminology related to field services or a willingness to learn quickly.
Nice to have
- Experience in the telecommunications or IT services industry.
- Knowledge of project management principles and practices.
- Previous experience in a customer service role, particularly in a technical environment.
- Familiarity with CRM systems and data analysis tools.
- Certification in project management or related fields.
Skills & tools
- Strong proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and experience with dispatch management software.
- Excellent problem-solving skills and the ability to think critically under pressure.
- Strong attention to detail and a commitment to maintaining accurate records.
- Ability to adapt to changing priorities and work effectively in a dynamic environment.
Practical notes
- This position is based in Malta, New York, and requires on-site presence during regular business hours.
- The role may involve occasional overtime or weekend work during peak service periods.
- Candidates must possess a valid driver's license and have reliable transportation to travel to client sites if necessary.
- The company offers a comprehensive benefits package, including health insurance, retirement plans, and paid time off.
META
Company: Cb20
Title: Field Services Coordinator/Dispatch
Listed
location: Malta, New York
Job type: Full-time
Apply URL: https://cb20.bamboohr.com/careers/74
Join Cb20 as a Field Services Coordinator/Dispatch and contribute to our mission of delivering outstanding service to our clients. If you are a proactive and organized individual with a passion for customer service, we encourage you to apply and become a vital part of our team.
About the company
cb20 transforms businesses by bringing IT innovations to the workplace. We get organizations running optimally with leading IT services.