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Field Service Dispatcher

April 20, 2022


Schedules and coordinates Customer Service resources and coordinates Customer Service activities with those of the Call Center and Customer Service Supervisor to ensure that all service requests are promptly and efficiently addressed. Identifies process improvements to increase efficiency, generate revenue, reduce costs, improve quality, and meet customer requirements.

This position is a hybrid position at this time - every third week is onsite at our Shelby Township, MI location. Monday-Friday, 8-5 schedule.

Short Facts

  • Detroit Metro
    Detroit Metro, USA
  • KUKA
    KUKA
  • Field Service
    Field Service
  • Regular/ Permanent/ Full-time
    Regular/ Permanent/ Full-time

Responsibilities

  • 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 site requirements with the customer 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 on-time to meet or exceed the customer’s expectations.
  • Works with Spare Parts team to ensure all affected departments are aware of Customer Service parts needs to allow for proper planning.
  • 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.
  • Maintains ownership until service request completion.
  • Works closely with Service Supervisor to ensure resources are utilized effectively.
  • Adheres to the Quality System and participates in continual improvement.

Application Requirements

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

What we offer

Attractive pay
Great working environment
Hands-on training and skills development

Start date: Immediately

Apply Today!

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