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Field Service Dispatcher

5 months ago

Dartford, United Kingdom Diebold Nixdorf Full time

Expect more. Connect more. Be more at Diebold Nixdorf. Our teams automate, digitize, and transform the way more than 75 million people around the globe bank and shop in this hyper-connected, consumer-centric world. Join us in connecting people to commerce in this vital, rewarding role.

Location: UK, Remote, 1st week training on-site in Dartford followed by 3 weeks remote training.

Part-time role, 22h/week, working only weekends (Friday 14:00-20:00, Saturday, Sunday 8:00 -17:00)

**Position Overview**

Our Field Service Dispatcher role serves as the primary point of contact for Field Operations personnel, internal business groups and as a liaison between or among customers. Delivering excellent customer service is our primary focus, where you will coordinate and monitor customer appointments. Throughout the day, you will monitor technical status to manage arrival times and shift completion. Monitor job pools and schedules, identifying unfilled time slots, overbooking, inefficiencies, cancellations and other situations. Take actions to assign or reassign work to meet customer commitments.

**Key Responsibilities**

Provide excellent customer service by managing the Service Call Scheduling and Management to support our 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
- Outstanding customer service and communication skills
- 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

**Preferred Qualifications**
- 2 or more years of experience in customer service, banking, call center, field service or high volume production scheduling

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LI-MC3 #LI-Remote
- Diebold Nixdorf is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity, age, marital status, veteran status, or disability status._

**Requisition Employer Description**
- Why should you join Diebold Nixdorf?_
- Brightest minds + technology and innovation + business transformation The people of Diebold Nixdorf are 23,000+ teammates of diverse talents and expertise in more than 130 countries, harnessing future technologies to deliver personalized, secure consumer experiences that connect people to commerce. Our culture is fueled by our values of collaboration, decisiveness, urgency, willingness to change, and accountability._
- Diebold Nixdorf is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity, age, marital status, veteran status, or disability status._
- To all recruitment agencies: Diebold Nixdorf does not accept agency resumes. Please do not forward resumes to our jobs alias, Diebold Nixdorf employees or any other organization location. Diebold Nixdorf is not responsible for any fees related to unsolicited resumes**

**Requisition Employer Description**:

- Why sho