Service Dispatch Specialist

Our client has pushed the boundaries of science from food to health to the environment for the last 85 years. They’ve always pursued science with a clear purpose – to help our customers achieve theirs. Their expert team brings technology and intangibles, like creativity, empathy, diligence, and a spirit of collaboration, in equal measure, to fulfill our customers’ desire to work better, innovate better, and create better. Our client is a leading, global provider of technology and service solutions that help customers measure, quantify, detect, and report in ways that help ensure the quality, safety, and satisfaction of their products.

We are seeking a Service Dispatch Specialist on a contract basis to support their business needs. This role is 100% remote.

The Service Dispatch Specialist will be responsible for scheduling, logistics and dispatching technicians when new service calls are opened. This role is integral for maintaining the company database with the most current information and will effectively and professionally communicate with cross-functional teams, leaders and customers to ensure that we are providing world-class customer service.


What You'll Do:

• Responding to customer/engineer requests via email, telephone, fax or system
• Processing domestic service requests and follow up transactions in relevant customer service system (ServiceMax)
• Opening calls with a clear professional greeting/summarizing call for customer when closing and seting proper expectations for the response time
• Identifying customers’ technical needs and ensure that all calls are routed to the proper inside/outside service engineer for resolution
• Scheduling domestic Pre-Installation Visits (PIV), Installations and Preventative Maintenance visits (PM’s)
• Utilizing the complaint handling procedure
• Assisting with billing inquiries for service requests
• Completes general service administration which includes creating, updating and maintaining customer equipment records and customer ship to and bill to locations
• Adhering to ISO standards and requirements
• Participating actively in the ongoing assessment of customer support process and incorporating approved improvements
• Providing support to internal and external stakeholders
• Proactively identifies customer issues, communicates and recommends solutions to leaders and pursues resolution with a sense of urgency and commitment to customers

• One to two years of customer service experience in a call center and team-based environment
• Previous experience with ServiceMax, SalesForce and/or SAP is a plus
• Prior experience dispatching technicians is preferred
• Having knowledge of the industry is recommended
• Advanced customer service skills & three or more years of call center experience preferred
• Geographical knowledge of service area
• Map reading skills
• The ability to identify the root cause of customer issues and pursue resolution proactively with a sense of urgency and commitment to customers
• Microsoft Office, IE, MS Outlook and other software applications as needed
• Effectively communicate information in both written and verbal form to internal and external customers
• Able to multitask
• Willing to adapt and adjust to change
• Team player
• Willing to learn new project
• Comfortable with customer facing interactions (efficient customer service – via email and phone)
• Ability to work alone and in team setting

We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.

Perks are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements)

Health Benefits: Medical, Dental, Vision, 401k, FSA, Commuter Benefit Program

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.