Dispatch Supervisor and Customer Liaison

2 weeks ago


Schenectady, New York, United States Smart Care Equipment Solutions Full time
Job Summary

As a Dispatch Supervisor and Customer Liaison at Smart Care Equipment Solutions, you will play a critical role in ensuring the success of our customers by providing exceptional service and support. This is a unique opportunity to join a dynamic team and make a real impact on the lives of our customers.

Key Responsibilities
  • Manage daily workforce flow, scheduling issues, vacation schedule, and emergency service schedule for weekends and evenings.
  • Be the primary point of contact for key account customers, providing timely and effective resolution to their needs.
  • Work closely with dispatchers to ensure efficient scheduling, service delivery, and adherence to contracted service completion.
  • Participate in the onboarding and training of new Service Delivery Specialists, aligning development activities to their abilities and talents.
  • Manage technician performance through coaching and direction, under the guidance of Field Service Managers.
  • Review district performance with Field Service Managers monthly to identify areas for improvement and achieve sales and profitability budgets.
  • Collaborate with the Parts Department on parts issues, shipping, and delivery.
  • Build strong relationships with key stakeholders in the customer's organization, proactively managing customer relationships to effectively solve issues and demonstrate value.
  • Analyze customer repair and maintenance data to learn more about customer needs, satisfaction, and growth opportunity areas.
  • Participate in quarterly business reviews on Smart Care Horizon Bradco service performance.
Requirements
  • Associate degree and two years of people management experience.
  • Effective prioritization and time management with a demonstrated sense of urgency.
  • Good decision-making and problem-solving skills when handling challenging situations in a fast-paced environment.
  • 3-5 years of successful experience in Account Management, Business Development, Inside Sales, Dispatch Supervisor, or other customer-facing roles.
  • Commercial kitchen equipment repair, hospitality/hotel, restaurant, or business service industry experience preferred.
  • Proven record of meeting customer needs, quality service delivery, meeting business objectives, and leading a field service team.
  • Excellent verbal and written communication skills.


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