Job Summary
Dispatching of all assigned work within the assigned territory to field service engineers 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.
Assignment of work to adequate resources (e.g. field service engineers, partners, CITs etc.) for the following activities depending on skills and availability:
· Incidents including ordering of necessary spare parts
· IMAC/R (Installation, Movement, Addition, Change and Removal) orders
· Other orders, e.g. preventive maintenance
· Onsite customer trainings
Continuous Improvement Process
Proactively inform District Field Manager about potential problems, escalations and offer improvement suggestion if possible.
Actively use corporate tools and processes for knowledge sharing, e.g. knowledge base to find solutions and provide input for it.
Continuously address saving potentials to District Field Manager and drive for cost reductions.
Provide complete call details to Field Service Engineers and partners to ensure a high first time fix rate and meet SLA targets.
Process Tasks
Immediately reports escalations (e.g. resource bottlenecks, spare part, deliveries, repeated errors, Knowhow, tools, etc.) to District Field Manager.
Proactively inform the customers and partners (e.g. CITs) about upcoming actions and agree appointments.
Analyze debriefing information provided and secure quality.
A. Key Competencies
A competency is a measurable pattern of knowledge, skill(s), abilities, behaviors and other characteristics that an individual needs in order to perform work roles or occupational functions successfully. A defined competency helps to narrow down opportunities for improvement that can lead to greater accomplishments (e.g. result orientation, leadership). Please note down the key competencies.
Education
Professional education in IT or business. In individual cases it is possible to assign the job to an employee, if the essential professional knowledge is acquired by work experience.
Work Experience
Minimum of 2 years of field or service dispatching experience.
In particular, experience in the following topics is essential:
· Interpersonal skills
· Fluent local language written and spoken in professional manner
· Advanced English knowledge to understand documentation and ensure communication with involved parties
· PC literacy and very good knowledge and application of the relevant tools and methods, e.g. MS Office
· Product, Customer and Process knowledge of relevant industry and basic ITIL skills preferred.
Job Type: Full-time
Benefits:
- Work from home
Schedule:
- 8 hour shift
- Shift system
Supplemental pay types:
- 13th month salary
- Overtime pay
Education:
- Bachelor's (Preferred)
Experience:
- 2 yrs Customer Service: 1 year (Preferred)
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