Field Service Dispatcher

Field Service Dispatcher

Cad Engineering Resources Inc.

Location:

Shelby Township, Michigan. Contract position – Day Shift (Mon-Fri 8:30am - 5:00pm). Pay Rate: up to $27.00 per hour based on proven work history.

Schedules and coordinates Customer Service resources. Coordinates Service activities with the Call Center and Customer Service Supervisor to ensure that all service requests are scheduled quickly to provide a competitive customer response. Identifies process improvements to increase efficiency, generate revenue, reduce costs, improve quality, and meet customer requirements.

• Basic computer skills and working knowledge of Microsoft Office applications (Excel, Outlook, PowerPoint, SharePoint, and Word)
• Experience with SAP and Salesforce a plus

Technical Associate’s Degree (A.A.) from an accredited two‑year college or technical school plus two years of related experience or equivalent combination of education and related experience. Prior customer service experience and customer contact via telephone.

• Receives and processes internal and external service requests, including a scope of work review with the customer prior to scheduling to ensure both our client and their customer are prepared for visit
• Reviews site requirements with the customer to ensure all relevant paperwork and training is handled proactively to ensure prompt site access
• Reviews requests to ensure the necessary parts and materials are sent to the worksite on‑time to meet or exceed the customer's expectations. This includes reviewing the project with the assigned Technician to ensure any relevant special tools are also included
• Works with Spare Parts team to ensure all affected departments are aware of Customer Service parts needs to allow for proper planning thus allowing for a less reactive work environment
• Updates customer (requestor) and internal system on any scheduling changes
• Dispatches Customer Service resources per customer requirements
• Contacts all customers after the service to ensure their needs were met and to determine if there are any open issues that need to be addressed
• Maintains ownership until service request completion
• Works closely with Service Supervisor to ensure resources are utilized effectively
• Adheres to the Quality System and participates in continual improvement