Resource Coordinator 3rd Shift: 4/10 hr days

3 weeks ago

Strongsville, United States Acuative Corporation Full time
Job DescriptionJob Description Resource Coordinator 3rd Shift: 4/10 hr days / Wed - Sat - 6:30 pm - 5:00 am


The Resource Coordinator’s primary responsibilities include scheduling of Tier I and Tier II technicians to client dispatch requests. This involves aligning resources with the proper skills and parts to each field service ticket. This is done through use of Acuative’s ERP (Inside Edge) and ARS software. Secondary tools (GPS, spreadsheets, etc.) are used in combination with ERP and ARS in making routing decisions.

Resource Coordinators are expected to schedule field services technicians in a way that maximizes efficiency and profitability while also meeting customer service level agreements.

Essential functions

• Manage Ticket Queues for assigned dispatch zone(s). RC’s will be responsible for managing ticket assignment, escalations, and jeopardies for client dispatch requests within his/her assigned zone(s). This includes ensuring SLA’s are met or appropriate follow up is made for potential scheduling misses.

• Interface with various systems including Inside Edge, ARS, GPS, and other tools/systems as necessary. RC’s will use these tools to make dispatch assignments and monitor for SLA violations or other dispatch exceptions.

• Real-time monitoring of tech status and dispatch jeopardies. Contact field techs and/or escalate to Regional Field Service Managers (RFSM’s) to ensure assigned ETA’s/SLA’s are met.

• Communicate verbally and electronically with internal teams on tech assignments and jeopardies and work with those groups to resolve dispatch exceptions. Provide timely communications to internal teams for scheduling jeopardies and in response to escalated requests.

• Monitor ticket volumes and provide notification to Resource Coordination Manager and RFSM’s of excessive volumes within any geo in the assigned dispatch zone(s). Work collaboratively with RC Manager and RFSM’s to resolve scheduling conflicts and coverage issues.

• Coordinate transfers and shipment of maintenance spares in support of customer dispatch requests in order to meet SLA commitments.

• Communicate with field technicians to address dispatch issues, issue administrative tickets, provide rest blocks, enter zip code exceptions and shift changes per departmental policies.

Other duties as assigned (reports, scheduling analysis, project reviews, turnback reporting, etc.)

Acuative’s Resource Coordinator plays a critical role in supporting the unique Acuative customer experience. In this role you will be responsible for managing a team of resources that deliver Acuative’s world class services to our customers every day. This is a dynamic, fast paced role where you will own your territory and be responsible for the successful delivery of all scheduled tasks. We are seeking critical thinkers who enjoy solving challenges, and who thrive and celebrate yours and your teams success.


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