Technician Routing Specialist
Consumer & Customer Care
Full Time
Charlotte, Nc
1970-01-01
SUMMARY
This
position is responsible for creating and monitoring daily work schedules and
activity of the field service technicians. The Routing Specialist will
constantly monitor computer screens that represent the daily work activity for
the service technician with intention of ensuring all scheduled service calls
are ran by the technicians each workday. The Routing Specialist is expected to
communicate with technicians and dispatching agents and make necessary
adjustments to the technician’s route to achieve the highest levels of customer
service in the industry.
ESSENTIAL
DUTIES AND RESPONSIBILITIES
- Monitor and improve the daily routes of field service technicians.
- Maintain productivity levels of the overall service organization.
- Eliminate broken promises to consumers by making sure every call is handled as scheduled
- Constantly communicate with field service technicians and customer service agents via telephone and messaging technology.
- Maintain and adjust daily work schedules of the field service technicians.
- Ensure service capacity meets or exceeds demand.
- Forecast call volume and adjust schedules accordingly.
- Direct service technicians to complete every assigned service call.
- Provide reports to leadership regarding activities of the field service technicians.
- Perform additional duties as assigned
Minimum Qualification
MINIMUM QUALIFICATIONS
- 2 years experience in service industry
- 2 years in dispatching or work assignment/foreman role
- 4 year degree preferred
KNOWLEDGE, SKILLS & ABILITIES REQUIRED
- Committed to providing superior levels of service to consumers.
- Sense of urgency and able to achieve assigned task completion within deadline requirements
- Must be comfortable in high stress environment and able to address multiple priorities simultaneously.
- Direct and assign work to field service technicians
- Advanced knowledge of Microsoft Excel, Word and Power Point
- Able to interpret scheduling and work activity via Gantt Schedule
- Systems utilized: SAP-CRM, Service Power, and various company web sites
- Profound efficiency in writing, written and verbal communication.
- Must have strong verbal, writing and presentation skills
- Capable of setting priorities, meeting pre-determined deadlines and multi-tasking
- Must be able to manage and measure performance of projects
- Possess strong problem solving and critical thinking skills
Technician Routing Specialist
Consumer & Customer Care
Full Time
CountryUnited States
LocationCharlotte, Nc
Posted on2022-02-23
Apply nowWe encourage you to apply as soon as possible as candidates will be interviewed continuously.
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We encourage you to apply as soon as possible as candidates will be interviewed continuously. The position may be filled prior to the date described as 'Apply by'
Share: