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Schedule and Dispatch
Ref No.: 17-02828
Location: Draper, Utah
Schedule and Dispatch
Draper, UT
1 Year Contract

Job Description
  • Assists with monitoring and balancing the workload of all assigned corrective maintenance Customer Engineers.
  • Manage communications and requests from field engineers through email and phone calls.
  • Enter data from these communications into corresponding systems while maintaining a high level of accuracy and efficiency to meet the 1 hour OLA for all communications throughout prescribed shift.
  • Track and respond to all incoming field requests for corrective maintenance services.
  • Identify and dispatch available resources based on needed expertise, customer dynamics and employee skill set to provide on-site customer support.
  • This includes using the proper escalation path and notifying the proper Service manager and Director and other appropriate Client personnel.
  • Orders parts for the Customer Engineers to expedite call handling.
  • Maintain a basic understanding of account base information including internal contacts and basic requirements and procedures for major accounts.
  • Track on-going corrective maintenance issues on turnover and maintaining continuity.
  • Partners with other Schedule & Dispatch Specialists within a Geography to source and share additional corrective maintenance resources across the division for effective resource utilization.
  • Adheres to product specific guidelines, procedures, and best practices.
  • Adheres to all administrative policies and escalation procedures.
  • Uses sound judgment, application of general business principles and demonstrates initiative in carrying out assigned duties.
  • Maintains a current information repository of divisional resource skills and geographic limitations.
  • Responsible for first line of support for Corrective Maintenance and Account Management CE's
  • Work schedule requirements: Must be available to work at least two shifts (Day, swing or grave; shift length may vary) to provide 24X7 coverage
  • May be required to work overtime.
  • May be required to work Alternative Work Schedule.
  • May be required to change shift as business dictates
  • ¿Schedules can shift, but not without notice and they typically stay in the shifts for at least a quarter.
Education/Experience
  • Good computer skills to include data entry.
  • Must have knowledge of Microsoft Product suite including Outlook, Word and Excel.
  • Must be able to work under the direction of more experienced Schedule & Dispatch Specialist as well as Management.
  • Must be able to respond in a timely manner and prioritize tasks based on urgency and impact to the business.
  • Must have 1-2 years customer service in a related field and computer experience.
  • Must have steady work history.
Desired
  • Knowledge of Oracle/CSI logging systems and other service delivery applications a plus.