Field Service Dispatcher

Shelby Township, USA

March 29, 2018


  • Schedules and coordinates Customer Service resources

  • Coordinates Customer Service activities with those of the Call Center and Customer Service Supervisor to ensure that all service requests are scheduled quickly to provide a competitive customer response 

  • Identifies process improvements to increase efficiency, generate revenue, reduce costs, improve quality, and meet customer requirements

Job Description:

  • Receives and processes internal and external service requests, including a scope of work review with the customer, prior to scheduling to ensure both KUKA and the customer are prepared for the visit

  • Reviews customer site requirements to ensure all relevant paperwork and training is handled proactively to ensure prompt site access

  • Reviews requests to ensure the necessary parts and materials are sent to the worksite in time to meet or exceed the customer’s expectations; this includes reviewing the project with the assigned Technician to ensure any relevant special tools are also included

  • Works with Spare Parts team to ensure all affected departments are aware of Customer Service parts needs to allow for proper planning thus allowing for a less reactive work environment

  • Updates customer (requestor) and internal systems on any scheduling changes

  • Dispatches Customer Service resources per customer requirements

  • Contacts all customers after the Service visit to ensure their needs were met and to determine if there are any open issues that need to be addressed

  • Works closely with Service Supervisor to ensure resources are utilized effectively

  • Adheres to the Quality System and participates in continual improvement



  • Must have basic computer skills and a working knowledge of Microsoft Office applications (Excel, Outlook, PowerPoint, SharePoint and Word). Experience with SAP and Microsoft Dynamic CRM is beneficial

  • Technical Associate's degree (A. A.) from an accredited two-year college or technical school plus 2 years of related experience or equivalent combination of education and related experience. Prior customer service experience and customer contact via telephone

Start date: Immediately

Field Service Dispatcher

Apply via Email here

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