Dispatcher

Full Time7709

Job Description

Position Overview

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. Takes action to assign or reassign work to meet customer commitments.

Key Responsibilities

Provide Service Call Scheduling and Management support to Customers, Service Delivery Team Members, Field Associates, and Business Management Team Members, sharing in the responsibility of meeting customer service performance expectations.

Gains familiarity with Field Service Dispatcher methods, processes and practices.
With guidance, performs basic dispatching duties, including:

Monitoring Technician status through mobile resource management tools,
Checking job pools and schedules to identify unfilled time slots, overbooking, cancellations and other situations,
Managing job scheduling, arrival times and shift completions,
Assigning or reassigning work to meet evolving customer requirements and commitments,
Ensuring Technicians’ routes are operationally efficient and aligned with the company and customer expectations,
Supervising backfill of daily openings in scheduled routes,
Responding to internal and external customers regarding appointment verification, rescheduling and missed appointments,
Preparing and/or updating calendars based on work assignments and reassignments.

Attends job-related training including initial training, refresher training, product, service, customer updates and cross-training.
Reads new or updated reference materials / announcements pertaining to technician schedules, outages, promotions, programming changes, specials, policies and other company business.

Required Qualifications

Minimum of 1 year experience in customer service, banking, call center, field service or high volume production scheduling required
Strong analytical and problem solving skills
Reliable and dependable
Microsoft Word and Excel skills
Foundation proficiency: accuracy & attention to details; customer focus; internal controls; managing multiple priorities; safety focus; strives for excellence; focuses on execution; manages complexity; builds positive relationships; & resilient.
Ability to learn new systems/software in above average time frame
Ability to use logic and understand business efficiency
Demonstrate the ability to communicate (oral/written) effectively, interface with customers and function well within a team environment

Preferred Qualifications

2 or more years of experience in customer service, banking, call center, field service or high volume production scheduling
Associate's degree preferred

Requisition Employer Description

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