Field Service Dispatcher

Overview:

We are currently seeking a Field Service Dispatcher that will be a critical member of a U.S.-based global systems integrator providing technology solutions and services for commercial and government clients. This is a full-time permanent role supporting our headquarters in Glen Burnie, MD.

The Field Service Dispatcher role is a communication hub, requiring excellent communication skills to ensure clear and accurate information is provided to both customers and technicians. This role also demands strong organizational skills and the ability to handle multiple tasks simultaneously in a fast-paced environment.

Responsibilities:

Dispatch Coordination:

• Schedule and dispatch service technicians based on customer requests, service orders, and location
• Maintain accurate records of technician locations, status, and availability
• Adjust schedules as needed to accommodate emergency service requests and priority changes

Customer Interaction:

• Receive customer service requests via phone, email, or online portals
• Confirm service appointments with customers and provide estimated arrival times
• Address customer inquiries and concerns promptly, providing clear and accurate information

Communication:

• Communicate service details and instructions to technicians, ensuring they have all necessary information
• Monitor technician’s progress and update customers on any changes or delays
• Serve as a liaison between customers, technicians, and management to facilitate effective service delivery

Administrative Duties:

• Maintain detailed records of service calls, technician assignments, and customer interactions
• Review and distribute daily schedules and work assignments to technicians
• Process and file service-related documentation, including service reports and invoices

Technology Utilization:

• Use dispatching software and systems to manage schedules and track technician movements
• Ensure accurate data entry and timely updates in the dispatch system
• Utilize GPS and other tracking technologies to monitor technician locations and optimize routes

Team Collaboration:

• Collaborate with other departments to ensure cohesive service provision
• Participate in team meetings, training sessions, and professional development opportunities

Qualifications:

• Minimum of 1-2 years of experience working with and dispatching technicians to sites for support services
• The ability to dispatch engineers/technicians who can triage inbound requests and assign them effectively
• Experience working and using an IT ticketing system
• A working understanding of SLAs (service level agreements)
• Experience in low-voltage technology is an asset but not essential
• Excellent organizational and multitasking abilities
• Strong communication and interpersonal skills
• Proficiency in Microsoft Office Suite and experience with dispatching software
• Ability to work effectively under pressure and in a fast-paced environment
• Problem-solving skills and the ability to make quick, informed decisions

• Office-based with a hybrid structure
• Standard office hours

• Ability to sit for extended periods
• Ability to use a computer and telephone for prolonged periods

• High School Diploma or equivalent
• Associate or Bachelor’s Degree in Business, Logistics or a related field – preferred

• Competitive salary based on experience and qualifications.
• Comprehensive benefits package, including health insurance, retirement plans, and paid time off.
• Opportunities for professional development and career advancement.

• Must pass a criminal background investigation
• Must pass a 4-panel Drug Test

• Paid Time Off & Holidays
• 401K with Company Matching
• Tuition & Training Reimbursement
• Leadership Development Training

We offer design, installation, support and project management for Distributed Antenna Systems, Passive Optical Networking, voice/data, wireless systems, security, audiovisual, and video teleconferencing delivering powerful IP-centric, integrated solutions that get results.

Vision Technologies is an AA/EOE/M/F/Disabled/VET Employer committed to providing equal employment opportunity without regard to an individual’s race, color, religion, age, gender, sexual orientation, veteran status, national origin, or disability.