Service Dispatcher

As a member of the Services team in Operations, the Service Coordinator / Dispatcher functions as the first line of support for Premise One clients, working within the Service team as a responder, resource planner, and communicator who brokers assistance for various clients in multiple US time zones.

This position requires a general understanding of the troubleshooting, service, and repair of surveillance, access control, and audio / visual systems and associated technologies, or similar experience with service dispatch in other technical fields.

Primary Duties include :

• Functions as a first-line responder for service teams, receiving and triaging service tickets from internal and external clients through calls, emails, or Company ticket systems.
• Planning and organizing of Service Technician and / or Engineering visits to sites within challenging service level agreements (SLAs) requirements.
• Deployment of resources to sites or engaging with Service or Engineering teams for remote troubleshooting and resolution.
• Proactively manages service tickets and ticket queues, from initial opening to full completion and documentation of work, ensuring customer satisfaction.
• Accurately records and logs interactions with clients and / or contractors for each service ticket to enable the information to be easily downloadable for creating reports for management.
• Consistent and continual communication with clients ensuring all relevant contacts is kept fully up to date on the status of service tickets.
• Communicating with internal resources or local contractors requesting their attendance to site and ensuring they are equipped with all the information to help them to resolve any issue during the first visit.
• Managing the update of staff and resource calendars daily Planning, scheduling, and managing Preventative Maintenance activities for multiple Clients.
• Taking part in daily handoff calls for inbound Service Accounts Weekly Client calls – professionally presenting open ticket reports to clients during weekly client meetings.
• Taking part in weekly meetings with your manager to review ongoing service calls.
• Present weekly reports and metrics to management providing status updates of all ongoing service calls – in particular, proactively resolving problems ahead of time.
• Ensure data integrity is maintained on all tools and systems.
• The ability to understand and process service billing requirements.
• Other duties as assigned.   Other Duties   Ensure the culture and core values of the company are developed, promoted, and always maintained throughout the Company.
• Continuously review current processes and practices with the aim of increasing efficiency and customer service.
• Ensure effective communication between internal and external stakeholders.
• Establish and maintain metrics to enable continuous improvements and efficiency gains.
• To attend site meetings as required, representing the company in an effective and professional manner.
• Take part and sometimes lead initiatives that will enhance company performance.
• Such other duties as the management may from time to time reasonably require.

Qualifications   Desirable :

Excellent PC skills, Microsoft Office, Outlook, and Excel Experience with high-volume digital ticket or work order systems Strong communication / organizational skills Ability to handle multiple priorities with maximum results.   Requirements :

Interaction with Others :