Company Overview

SageNet is a leading managed services provider specializing in connectivity, digital signage, and cybersecurity. The company connects, manages, and protects technologies and devices across widely distributed enterprises. SageNet’s people, processes, and technologies, coupled with its collaborative approach, empowers customers to achieve their core business objectives.

The company offers world-class service and support via its US-based 24/7/365 Network Operations Centers (NOCs) and Security Operations Centers (SOCs), geographically diverse teleports, a central National Logistics Center, multiple data centers, and a nationwide field service organization.

What makes SageNet unique is its Why: SageNet is passionate about Trusted Connections. This is a two-fold calling. First, the company creates trusted, reliable, and secure technological connections for its customers. Second, and perhaps even more importantly, SageNet works tirelessly to build trusted human connections with its customers, partners, and communities. The company believes that by creating, discovering, and nurturing these trusted connections, SageNet enhances the world that connects us all.

With a three-decade track record in managed services, SageNet boasts a long-term customer base that includes the nation’s largest retail, financial, healthcare, utilities, and energy organizations. SageNet manages communications for more than 220,000 endpoints. Headquartered in Tulsa, SageNet has regional offices in Atlanta, Chicago, Philadelphia, Toronto and Washington, D.C.

Job Purpose

The Dispatch Coordinator is responsible for deployment of client sites/projects, logistics of dispatch for our customers, and booking the Service Contracts (SC) as they occur to keep the sites operational to meet contractual Service Language Agreement (SLA).

They must coordinate and order the proper equipment, select a technician with the skill set to perform the work required, and make sure the equipment, technician and repair meet the SLA requirements. This person manages the technician while on site and is responsible for getting any associated equipment back from the technician or the site while making sure the proper payment for the work is entered into the service call for payment for their service.

• Essential Duties and Responsibilities
• Check dispatching status on a real-time basis
• Takes incoming calls from technicians during normal business hours and after hours as needed
• Focus on ticket priorities with a sense of urgency
• Select the Technician to be dispatched and systematically identify who will be assigned to the job based on required skill set, performance rating, and ETA to meet SLA’s
• Negotiate payment for services as necessary
• Order the proper equipment and arrange for the delivery to meet the SLA of the agreement(s)
• Follow-up on each dispatch ticket to review Technician ETA’s
• Follow-up may require an escalation to the vendor and/or internal resources due to excessive time on-site or expired ETA’s
• Update dispatch ticket with Technician on-site information as required
• Manage the technician’s on site time and coordinate with the proper technical support
• Assist and facilitate incoming calls from technicians needing additional support
• Assist with invoicing issues related to additional time on-site, mileage discrepancies, and all other adjustments as needed
• Develop and maintain knowledge of all equipment and various configuration utilized by our customers
• Assure that the technician has the proper documentation and tools to perform the service
• Manage the technician’s on site time and coordinate with the proper technical support
• Follow up with technician to enter invoice into SC for payment
• Follow up with technician for equipment returns
• Escalate problems that occur with meeting the SLA or while on site as necessary
• Update inventory data base with all equipment installed and removed
• Manage the return of the equipment and amount of the payments for service
• Invoice customer for out of scope or time and materials for work performed
• Update the data base with all details of the service in a timely manner
• Willing to take ownership and take on other duties as assigned

Qualifications

To perform this role successfully, the Dispatch Coordinator must be able to perform each duty satisfactorily. The requirements listed below are representative of the knowledge, skill, education, and overall experience required for the role. 

• Associates degree or equivalent related administrative experience in a technical setting
• Experience with decision making, process management, and the reporting and analyzing of data
• Must be willing to work a flexible schedule that includes, evenings, weekend and holidays if needed
• Intermediate Microsoft Office required, including Excel
• Knowledge of Salesforce.com and SAP is preferred
• Must be detail oriented and have a strong aptitude to learn various business software applications and technology solutions
• Excellent communication skills, both verbal and written
• Comfortable working in a high-stress, face-paced environment with shifting priorities
• Excellent time management, organizational, and analytical skills
• Self-starter who can find and resolve issues as they are identified
• Ability to successfully interface with a wide range of personnel within the organization

Working Conditions

• Corporate business office space
• Business casual working environment

Physical Requirements

• Be able to sit for long periods of time without any problem
• Consistent use of hands and fingers for typing
• Consistent use of eyes to analyze spreadsheets, ticketing system, and web on computer screen

Classification*: Salaried/Exempt

Position Type: Full Time

Travel Requirements: None

Direct Reports: None

Attention All Third-Party Agencies, Headhunters, and Recruiters
SageNet will not accept candidate submission by unsolicited third parties through this site or any company email address. All unsolicited candidates presented to SageNet will be considered the property of SageNet. SageNet will not be responsible for any fees associated with unsolicited candidates, nor will a contractual relationship be formed by the submission. SageNet is not obligated and will not under any circumstances pay any fees to said third parties submitting candidates in this manner. SageNet only forms contracts with recruiters with whom we have an established business relationship and with whom we have in place a signed agreement. All contact with SageNet from third parties must be through our Talent Acquisition Department. Any contact made outside of the SageNet Talent Acquisition Department by a third party will cancel any future business relationships between the third party and SageNet.

Please contact Katie.Halstead@SageNet.com for any questions.