Service Delivery Coordinator
3 days ago
Smart Care Solutions is a leading provider of commercial food equipment services. Our team relies on us to deliver top-notch preventative maintenance programs, equipment installation and disposal services, remote temperature monitoring, water filtration, and emergency repair services for commercial refrigeration, cooking, and ware washing equipment.
As a Dispatcher/Service Delivery Specialist, you will play a critical role in routing our service technicians to service calls in a manner that maximizes efficiency and productivity while exceeding customer expectations. This position is the primary point of contact for a group of service technicians within a geographic market or territory.
**Key Responsibilities:**
* Effectively route technicians to service calls using dispatch management tools to maximize efficiency and productivity while exceeding customer expectations and/or service level agreements
* Serve as the primary point of contact for technicians within a geographic market or territory
* Facilitate technician performance to maximize productivity and profitability through effective call clustering and routing to control cost, enhance efficiencies, and meet commitments
* Effectively manage work in progress, including proactive management of all open service orders that need parts ordered, are in waiting for parts status, or have other special requirements
* Build and solidify associate and customer relationships to increase customer satisfaction and retention
* Review and resolve escalated service issues and find unique and repeatable ways of solving issues
**Requirements:**
* High school diploma or equivalent
* 3+ years' experience in dispatch, customer service, and/or restaurant management
* Intermediate experience in Microsoft Office/Windows-based environment
**Preferred Qualifications:**
* Ability to learn unique and proprietary software
* Ability to multi-task and prioritize with strong organizational and time management skills
* Ability to work independently with minimal direct supervision
* Excellent verbal and written communication skills
* Previous SAP experience
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