Beschreibung
Dispatcher - (Shifts)
The dispatcher is the interface between the customer. He/she is responsible for the timely execution of all incoming work requests. In this context, it shall ensure that the agreed with the customer SLA (service level agreements).
In addition, he/she is responsible for the following tasks:
Application control:
* Control of the operations of the field service technician in accordance with applicable after ArbZG, TV and BV rules and according to business criteria
* Prioritization and tracking of work, taking into account the deadline requirements
* Coordinate appointments with customers, service providers and carriers
* Coordination of the necessary access privileges
Order documentation:
* Creation of performance documentation for data collection in order processing internally and towards the customer
* Management and maintenance of jobs in the trouble ticket system and the Order Tool
* Creation of jobs in computer systems, such as in SAP
* Preparation of weekly reports, analyzes and statistics
Quality Assurance:
* Clarification and resolution of contradictions in contracts in collaboration with the confirmation from, the disposition and the field staff
* Identification of current quality problems by analysing the frequency of Entstöraufträge
* Coordination of orders for effective order processing after economic and technical aspects
* Ensuring meaningful feedback from order fulfillment
* Identification of process flow problems, develop and implement solutions in their own area of responsibility and Reporting to the manager
Spare parts and material supply:
* Execution and coordination of materials and spare parts supply in field service including the necessary accounting entries
Your profile:
* Vocational training as an IT systems engineer/or equivalent education in
* Experience in scheduling or in the Fault Management
* Knowledge of basic network structures in the fixed-line and mobile
* Materials Management processes and workflows in Field Service
* Willingness to work shifts Mon-Sun
Required knowledge and skills:
* Dealing with noise tools and the MS Office package
* Teamwork
* Good communication and information behavior
* High customer orientation
* Planning, organization, and decision-making skills, prioritizing tasks, assertiveness
* High level of analytical skills
* Methodological skills
* High load