Technician Scheduler/Dispatcher

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A leader in the telecommunications field, seeks experienced professional for our Service Department.  This position manages the schedules of Technicians to assure that they are utilized to the highest degree possible on productive tasks, minimizing idle (non-productive) time. In addition, this position manages requests for Technician support for the accounts and product lines within the geographic area of responsibility of this position.

This position is responsible for clearly identifying the nature of the work to be performed, creating a Technician Assignment, identifying the Technician with appropriate skills and availability, dispatching the Assignment to the Technician, updating the Technician Assignment if required, assuring the appropriate billing codes are recorded in the Technician Assignment and provided to the Technician, managing exceptions encountered during the performance of the Technician Assignment, and closing the Technician Assignment in a manner that assures that the accounting for the Technicians time encounters no exceptions. 

This position is responsible for providing a single point of contact for status of a current Technician Assignment, and questions concerning closed Assignments. In addition, this position is required to proactively escalate to appropriate levels of management, any customer relationship impacting events or exceptions arising from the execution of a Technician Assignment, and performing “post mortems” on closed Technician Assignments that did not meet the company’s processing standards or resulted in customer questions or complaints.

If you have a growth mindset, a hands-on approach and you thrive in a dynamic setting, you are probably a great fit for our team!

Main Responsibilities:

  • Manage the Day to Day Schedule of Technicians Assigned to this Position.

  • Respond to Requests from Customers or Internal Staff for Technicians.

  • Record and Manage Requests for Technicians within HubSpot.

  • Maintain Communications with Technicians Relative to their Assignments.

  • Manage Changes to Technician Schedules.

  • Maintain Communications with Customers Relative to Technician Assignment Status.

  • Proactively Escalate Customer Relationship Impacting Issues to Management.

  • Provide Feedback to Internal Stake Holders of Areas of Improvement.

  • Participate in customer calls and internal event analysis sessions, as requested.

  • Identify process, performance, and other improvement opportunities.

  • Proactively escalate complex or unique challenges to management to determine the course of action.

 Key Daily Tasks:

  • Respond to requests for Technicians from customers and internal staff (email, telephone, fax).

  • Search for Technicians who meet the technical requirements for the work to be done, geographic proximity, and availability for the dates requested by the customer.

  • Contact Technicians and assign work efforts.

  • Maintain Technicians overall schedules including Assignments, sick, vacation, holiday, training, and idle time.

  • Create and manage Service Projects and Technician Assignments within Outlook.

  • Modify Technician schedules and Service projects based upon changes requested by customers, internal staff, and Technician feedback on work status.

  • Escalate unresolved issues related to satisfying customer requests for Technicians, and customer relationship impacting events pertaining to Technician Assignments, to stake holders.

  • Assist in the resolution of worksheet accounting and invoice issues.

 Skills & Qualifications:

  • Bachelor’s degree or equivalent experience.

  • 3 years experience in Scheduling.

  • Competency with Peachtree Sage50.

  • Practical knowledge/experience with computer applications including (but not limited to): MS Outlook, MS Word, MS Excel, MS Explorer, and HubSpot.

  • Proven organizational skills and ability to multi-task with attention to detail.

  • Must be reliable and responsible, with a strong work ethic dedicated to a team.

  • Good listening and communication skills.

  • Ability to work independently and as part of a team in a fast-paced, dynamic work environment.

  • Must be at least 18 years of age or older.

  • Must have and maintain a valid driver’s license and reliable transportation to start.

  • Must follow the attendance guidelines to meet business needs including but not limited to our obligations to our customers.

  • Familiarity with company products and services A+.

  • Demonstrated customer service and sales skills, as well as effective communications skills (verbal and written) for interaction with internal staff and external customers.

At Optima Communications, we embrace Equal Employment Opportunity by valuing our differences and consider all qualified applicants without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other status protected by law.

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