Responsibilities
- Responsible for creating work orders, to schedule and dispatch technicians for equipment installation, service, or emergency repairs for customers.
- Receives high volume customer telephone calls to obtain information on specific problem, type of equipment, model, and office hours.
- Answers general questions from customers about equipment and service. Reroutes calls as necessary to the correct departments, and tracks calls appropriately.
- Schedules service calls with technicians, and maintains frequent communication throughout the day to help plan and organize their time.
- Reschedules service calls based on newly posted parts receipts, and coordinates installation with equipment coordinators, technicians, and customers.
- Determines which calls require troubleshooting, based on predetermined call type selection
- Reviews all open work order statuses to ensure the designated technician has received notification of the call.
- Notifies Parts Order Reps of parts and equipment ready to be received into the system.
- Participates in special projects and performs other duties as required.
- Provide accurate information for new account set up and proper follow up.
- Provides weekly status report to management via email.
- Maintain a manual schedule book daily for back up purposes.
- Reviews all open work order statuses to ensure the designated technician has received notification of the call
Requirements
- Typically 2 or more years of related experience.
Nice to Have
- Typically High School education, vocational training and/or on-the-job training. Bachelor’s degree preferred.
Benefits
- Medical, Dental and Vision Coverage, 401K Plan with Company Match, PTO [or sick leave if applicable], Paid Parental Leave, Income Protection, Work Life Assistance Program, Flexible Spending Accounts, Educational Benefits, Worldwide Scholarship Program and Volunteer Opportunities.
Additional Information
- Travel typically less than 10%. Office environment. No special physical demands required.
- Typically, to advance to a new job level, TSMs must demonstrate professional behavior and should consistently be at the high-end of meets expectations or consistently exceed expectations.
