Field Service Coordinator

The Service Dispatch Coordinator will coordinate the daily activities and operations of our Field Services division. The Service Dispatch Coordinator is responsible for answering and responding to client support requests that require on-site services by accurately gathering and entering the request details into a Work Order, gathering any additional information needed for the Work Order to be complete, dispatching Field Service Technicians and other personnel to go on site, and supervising all field units’ routes and timelines to organize and prioritize their schedules. They are responsible for dispatching Field Technicians and efficiently managing dispatch schedules while ensuring clients’ needs are met within the scope of their SLA.

The ideal candidate for this role would have a strong understanding of logistics and dispatch coordination, as well as a basic understanding of the IT field. This candidate will need to have impeccable attention to detail and the ability to take information, interpret it, gather any additional information needed, and accurately relay the information to technical resources to perform their job successfully.

Essential Duties and Responsibilities:

• Take incoming client inquiries via multi-line VoIP phone system, email, support tickets, or internal requests from members of the Project or Sales Team
• Gather the necessary information needed to fulfill the support request into a Work Order and verify accuracy before assigning a work order to a technician
• Coordinate and schedule technicians for on-site/ remote/ in house bench support
• Dispatch field resources and monitor timing and progress to ensure Work Order is completed on time and on scope
• Confirm with the client that the requested work has been completed before closing the Work Order.
• Create, manage, escalate and integrity of Service Interactions (SI) to Work Orders (WO)
• Coordinate and Regularly Follow Up on Work Order Status (hardware arrival, in house prep, client communication, Scheduling, follow up)
• Keep clients informed of the status of their open support requests – open work orders must be updated DAILY
• Provide remote or on-site labor estimates and obtain approval for all non-contract work
• Review all technical work orders for correct information and turn over to Accounting for processing
• Manage Open work order report weekly (review and manage open work orders for status)
• Manage and report on weekly/ individual monthly billable labor hours reporting and tracking
• CRM work order management (work requested, work completed, trackable and billable hours
• Manage and pre-schedule after hour job duties for techs
• Manage status of open projects
• Ensure that technical resources are properly documenting, completing, and following up on aged Work Orders
• Service Requests to On-site or Remote scheduling work completion and follow up

Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to work on multiple priorities and/or projects simultaneously
• Excellent listening and communications skills, both verbal and written
• Strong customer relationship skills
• Organized, detail oriented and self-motivated
• Ability to provide and maintain detailed documentation on each job
• Strong computer skills and the ability to effectively communicate through e-mail
• Problem-solving abilities and ability to meet reasonable deadlines
• Ability to build positive and collaborative relationships
• Willingness to develop professionally and ability to work with little supervision on a team
• Must Have reliable transportation
• A clean 7-year criminal background check and a clean 3-year MVR is a requirement for employment at Data-Tech

Education and Experience:

High School Diploma and 4 years of experience in a related industry or role

Associates Degree and/or 1 year of experience in a related industry or role

Physical Requirements and Working Conditions:

Must possess the mobility to work in a standard office setting (on site or off), and to use standard office equipment, including a computer, concentration to maintain attention to detail despite interruptions, strength to lift and carry objects weighing up to 50 pounds; vision to read printed materials and a computer screen; and hearing and speech to communicate in person and/ or over the telephone. Must be able to sit/stand for extended periods of time. Must be able to drive a motorized vehicle.

Employee Benefits and Perks:

• Paid Time Off (PTO) (redeemable after 30 days, carries over from year to year)
• 7 Paid Holidays
• Flex Days
• Health Insurance (50% employer paid)
• Dental Insurance
• Vision Insurance
• 401K Retirement Plan
• Life Insurance (100% employer paid)
• BalanceCare (24/7 Confidential Healthcare Services)
• Paychex Flex (Access and edit direct deposit info, pay stubs, health & benefits anytime, anywhere)
• BalanceWorks (Integrated EAP, Work/Life, Fitness Rewards and Wellness Program)
• Flexible Spending Account (FSA)
• Professional Development Program and Employer Sponsored Training/Certifications
• Employer Sponsored Lunches and Events

Data Tech is an Equal Opportunity Employer. We do not discriminate on the basis of race/color/religion/sex/national origin/veteran/disability/age/sexual orientation/gender identity or any other characteristic protected by law.

Job Type: Full-time

Pay: $15.00 - $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Application Question(s):

• As part of the application process, we ask that you please take 3-5 minutes to complete our brief Data Entry Accuracy Assessment: https://cs.createsurvey.com/publish/survey?a=9GKYxc
• What hourly rate, or salary range are you seeking?

Experience:

• Service Dispatch: 1 year (Preferred)

Language:

• English (Required)

License/Certification:

• Driver's License (Required)

Work Location: One location

Salary : $15 - $20