Technical Service Dispatcher

Receive and process customer service telephone calls.  Acurate data entry of technical work reports.  Responsible for customer satisfaction via effective routing and dispatch of technicians in keeping with Company established response time.  Relays necessary information between customers, technical, sales and management staff.


MAJOR DUTIES & RESPONSIBILITIES:


PROCESS CUSTOMER CALLS/DATA ENTRY

Identify and resolve operator errors.  Transfer to internal support when necessary.
Log necessary calls into computer.
Dispatch open calls to appropriate technicians and manage call load to achieve maximum daily productivity and target response times.
Collect and data entry of closed technical work reports.  Ensure accuracy of data which generates necessary invoicing and customer equipment histories.
Respond with accuracy to customer calls requesting an estimated time of arrival of a repair technician.


COLLECTION ASSISTANCE

Advise Collection administrator of customers with delinquent accounts attempting to place service calls.  Proceed as directed.
Relay necessary collection information to technicians to ensure pick-up of payments as directed by collections department.


INFORMATION DISTRIBUTION

Proper direction of customer calls to sales, management and supply departments.
Ensure timely and accurate communications between technicians and parts department to facilitate necessary parts orders for field equipment.
Relay sales leads from technicians to management for proper distribution.
Report potential problems with equipment or staff to proper management.


QUALIFICATIONS:

Outstanding customer service skills and ability to diffuse problem situations.
Superior organization and memory skills.
Keyboard familiarity and ability for accurate, rapid and repetitive data entry.
Ability to multi-task between phones, 2-way radio, computer and verbal communications.


CONTACTS:

Multiple interactions with individuals both within and outside of KMA.


AUTHORITY:

Supervise assistant dispatcher.
Indirect authority over technicians in matters regarding routing, dispatched calls and similar field situations.


MISCELLANEOUS:

Administrative, secretarial tasks as required by Technical Manager.

 

*Please include salary expectation range when submitting resume.

NOTE: This is a general description of the duties and responsibilities most frequently required of this position. The company may from time to time request that the incumbent perform other related tasks and assume reasonable responsibilities that have not been specifically included in this description.