Dispatch Technician
Empresa
Teamficient SAS
Estado
Nuevo León
Ciudad
Santa Catarica
Tipo de Contrato
Tiempo Completo
Descripción
Job Title: Dispatch Technician
Location: Santa Catarina, Nuevo León 66362, Mexico
Department: Operations
Reports To: Dispatch Supervisor / Operations Manager
FLSA Status: Non-Exempt (Hourly)
Position Summary:
The Dispatch Technician will be responsible for coordinating the scheduling, dispatching, and tracking of service requests for field technicians in the Santa Catarina area. This role is crucial in ensuring smooth communication between the operations team, technicians, and customers, while maintaining efficient service delivery. The Dispatch Technician will help optimize routes, prioritize urgent requests, and ensure high-quality customer service throughout the service process.
Key Responsibilities:
Dispatching & Scheduling:
Receive, prioritize, and assign incoming service requests to technicians based on location, urgency, and technician skill sets.
Optimize technician routes for efficiency while considering geographical factors, traffic, and customer priorities in Santa Catarina and surrounding areas.
Monitor job progress in real time, ensuring that service deadlines are met.
Customer Communication & Coordination:
Serve as the primary point of contact for customers regarding service requests, appointment status, and technician arrival times.
Update customers on any schedule changes, delays, or special requirements.
Troubleshoot issues as they arise and collaborate with customers and technicians to find timely solutions.
Record Keeping & Documentation:
Accurately document dispatch details, work orders, and customer information into internal systems.
Ensure all necessary paperwork, work logs, and reports are completed and filed according to company procedures.
Generate service reports and provide data insights to assist with operational planning.
Technical Support & Troubleshooting:
Assist field technicians with basic troubleshooting, escalating issues to the appropriate teams as necessary.
Provide guidance on operational procedures to ensure compliance with company standards and safety protocols.
Operational Efficiency:
Track service calls, job progress, and completion times to ensure efficiency and quality control.
Work closely with the operations team to improve service delivery and minimize delays or errors.
Safety & Compliance:
Ensure that all dispatched technicians comply with local and company safety guidelines, including traffic laws, environmental regulations, and workplace safety standards.
Monitor and address any operational issues that may affect service quality or technician safety.
Other Duties:
Assist with inventory management for technicians and coordinate necessary equipment or parts.
Provide administrative support as needed for other operational functions.
Participate in training programs to stay up-to-date with system updates, service protocols, and company procedures.
Qualifications:
Education:
Associate's Degree Information Technology, Computer Science, or a related field preferred.
Experience:
Minimum 1-2 years of experience in dispatching, customer service, or logistics, preferably within a technical or service-oriented field.
Familiarity with service scheduling software or dispatch systems is preferred.
Skills & Abilities:
Strong verbal and written communication skills in both Spanish and English (preferred).
Proficient in Microsoft Office Suite (Excel, Word, Outlook) and dispatch management software.
Excellent organizational skills and the ability to manage multiple tasks at once.
Problem-solving skills with the ability to work independently and under pressure.
Understanding of basic technical or mechanical terminology is a plus.
Technical Skills:
Basic understanding of IT systems, including hardware (computers, servers, routers, etc.) and software (operating systems, productivity tools).
Familiarity with networking concepts (e.g., TCP/IP, DNS, DHCP) and troubleshooting.
Knowledge of common IT issues, such as system crashes, network connectivity problems, and peripheral malfunctions.
Experience in remote support and troubleshooting is a plus.
Personal Traits:
A proactive and customer-oriented attitude.
Attention to detail and commitment to accuracy.
Ability to work in a fast-paced environment and adapt to changing schedules or priorities.
Strong interpersonal skills with a collaborative approach to teamwork.
Location: Santa Catarina, Nuevo León 66362, Mexico
Department: Operations
Reports To: Dispatch Supervisor / Operations Manager
FLSA Status: Non-Exempt (Hourly)
Position Summary:
The Dispatch Technician will be responsible for coordinating the scheduling, dispatching, and tracking of service requests for field technicians in the Santa Catarina area. This role is crucial in ensuring smooth communication between the operations team, technicians, and customers, while maintaining efficient service delivery. The Dispatch Technician will help optimize routes, prioritize urgent requests, and ensure high-quality customer service throughout the service process.
Key Responsibilities:
Dispatching & Scheduling:
Receive, prioritize, and assign incoming service requests to technicians based on location, urgency, and technician skill sets.
Optimize technician routes for efficiency while considering geographical factors, traffic, and customer priorities in Santa Catarina and surrounding areas.
Monitor job progress in real time, ensuring that service deadlines are met.
Customer Communication & Coordination:
Serve as the primary point of contact for customers regarding service requests, appointment status, and technician arrival times.
Update customers on any schedule changes, delays, or special requirements.
Troubleshoot issues as they arise and collaborate with customers and technicians to find timely solutions.
Record Keeping & Documentation:
Accurately document dispatch details, work orders, and customer information into internal systems.
Ensure all necessary paperwork, work logs, and reports are completed and filed according to company procedures.
Generate service reports and provide data insights to assist with operational planning.
Technical Support & Troubleshooting:
Assist field technicians with basic troubleshooting, escalating issues to the appropriate teams as necessary.
Provide guidance on operational procedures to ensure compliance with company standards and safety protocols.
Operational Efficiency:
Track service calls, job progress, and completion times to ensure efficiency and quality control.
Work closely with the operations team to improve service delivery and minimize delays or errors.
Safety & Compliance:
Ensure that all dispatched technicians comply with local and company safety guidelines, including traffic laws, environmental regulations, and workplace safety standards.
Monitor and address any operational issues that may affect service quality or technician safety.
Other Duties:
Assist with inventory management for technicians and coordinate necessary equipment or parts.
Provide administrative support as needed for other operational functions.
Participate in training programs to stay up-to-date with system updates, service protocols, and company procedures.
Qualifications:
Education:
Associate's Degree Information Technology, Computer Science, or a related field preferred.
Experience:
Minimum 1-2 years of experience in dispatching, customer service, or logistics, preferably within a technical or service-oriented field.
Familiarity with service scheduling software or dispatch systems is preferred.
Skills & Abilities:
Strong verbal and written communication skills in both Spanish and English (preferred).
Proficient in Microsoft Office Suite (Excel, Word, Outlook) and dispatch management software.
Excellent organizational skills and the ability to manage multiple tasks at once.
Problem-solving skills with the ability to work independently and under pressure.
Understanding of basic technical or mechanical terminology is a plus.
Technical Skills:
Basic understanding of IT systems, including hardware (computers, servers, routers, etc.) and software (operating systems, productivity tools).
Familiarity with networking concepts (e.g., TCP/IP, DNS, DHCP) and troubleshooting.
Knowledge of common IT issues, such as system crashes, network connectivity problems, and peripheral malfunctions.
Experience in remote support and troubleshooting is a plus.
Personal Traits:
A proactive and customer-oriented attitude.
Attention to detail and commitment to accuracy.
Ability to work in a fast-paced environment and adapt to changing schedules or priorities.
Strong interpersonal skills with a collaborative approach to teamwork.