Field Service Customer Service Dispatcher

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. Serves as the primary point of contact for Field Operations personnel and as a liaison between or among customers, Field Operations and internal business groups. Coordinates and monitors customer appointments to ensure timely and excellent customer experience. Monitors technical status to manage arrival times and shift completion. Monitors job pools and schedules, identifying unfilled time slots, overbooking, inefficiencies, cancellations and other situations including effective route control, appointment arrangements with customers / providers, Spare parts management, debriefing quality analysis and documentation. Dispatching of all assigned work within the assigned territory to field service technicians and third parties. Ensure SLAs and balance workload between applicable resources and considering e.g. skills and spare parts availability in a most cost effective and efficient manner. Takes action to assign or reassign work to meet customer commitments.
Provides Field Service Dispatcher support for an assigned area or region.
Monitors Technician status through mobile resource management tools to manage arrival times and shift completion.
Takes action to assign or reassign work to meet customer commitments.
Manages backfill of daily openings in Technicians' routes, accommodating daily changes in Technician paid time off (PTO), planned activities and customer demands.
Responds to internal and external customer calls and contacts customers regarding appointment verification, rescheduling missed appointments, job move-ups and work order cancellations.
Adjusts systems configurations by preparing calendars, reassigning Technician work assignments based on skill set and making work zone adjustments.
Education or equivalent work experience required.
Minimum of 2-4 years of relevant experience or equivalent combination of education and experience in Field Service Dispatch.
Good local language skills required (Written and spoken) and preferably good business English skills (Written and spoken).
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. 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.
** As we are keen to find the best solution for our candidates several legal entities might be applicable for a Job offer. Job Category Service Operations