Dispatcher

Diebold Nixdorf Teknoloji A.Ş.

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
• Proficency in pre-accountancy