Regional Field Service Dispatcher East

Hazle Township, PA
Full Time
Mid Level
Position: Regional Field Service Dispatcher East
Direct reports: No
Reports to:  (Regional Service Manager)
EAM-Mosca Corp, a dynamic market leader in end-of-line packaging automation systems, is seeking to hire experienced Regional Field Service Dispatchers. EAM Mosca sets the standards for Performance, Reliability, and Innovation Technology in its industry.
Job Summary: Regional Field Service Dispatchers schedule and dispatch Field Service Technician. Field Service Dispatchers serve as a conduit between customers and field service technicians to ensure world-class customer service to EAM Mosca’s  diverse customer base.

Roles and Responsibilities
  • Schedule and dispatch 25 Field Service Techs as dictated by customer needs, ONE Service PM’s, Repairs, Emergency Repairs and ONE Service PM Agreements.
  • Receive service requests from Internal and External customers, including inquiries, and collect essential information to prepare detailed work orders and schedules: Prepare work orders.
  • Research machine data and service requests and history to determine hours, parts and resources needed to create service estimates.
  • Support Field Service Technicians with essential information and research as indicated;
  • Retain and organize customer/work requests and completed work orders, and tracking of parts orders, in anticipation of future customer needs.
  • Communicate with Service Techs, Service Managers, and customers to convey changes, concerns, essential information to resolve scheduling conflicts.   
  • Manage and maintain service scheduling calendars and gnat charts.
  • Work closely with assigned Regional Managers to ensure the daily schedules are executed as designed.
  • Requesting POs from customers, follow-up on upcoming schedules and calling customers to verify upcoming PMs.
  • Execute tasks in an organized manner; consistently follow daily processes and schedules; maintain a proactive approach focused on preventing issues to ensure customer satisfaction
  • Remain flexible in role and willingly provide support to the team.

Profile and Background
  • Minimum of 5 years’ experience in Field Service Dispatch, Field Service Management, or similar role.
  • Strong interpersonal skills. Ability to mitigate conflict. Presents a cheerful, positive manner with Internal and external customers.
  • Even tempered with the ability to work effectively under pressure and maintain self-control in stressful situations.
  • Demonstrated problem solving skills.
  • Ability to handle multiple customer requests, driving them to solutions.
  • Excellent communication skills; Active listener with the ability to clearly convey necessary information; Avoids surprises.
  • Proven track record of providing exceptional customer service with history of building trust and inspiring confidence with external, as well as internal customers; Ability to work with a sense of urgency on task.
  • Confident decision maker with a willingness to take an independent position in the face of opposition.
  • Approaches challenging tasks with a "can-do" attitude. Goal orientated, multi-tasker driven to see projects and tasks to successful completion.
  • Experience using Salesforce preferred.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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