Dispatcher Field Service ( Temporary Replacement)

This is for a maternity leave replacement

Job description:

The field service dispatcher is, by his central role, a very important element in the functioning of the department. It will be the main point of communication for both technicians and clients and other departments. At the service of the customer, it will aim to plan as quickly as possible Field Service technicians an appointment to offer it the best experience. Efficiency-oriented, it will aim at making the time and the movements of our technicians profitable, it will maintain tools of statistics and reporting, in order to optimize the methods of work.

Duties and responsibilities

• Act as part of a team to provide services to the Field service
• Work with customers and related Verisure teams to plan successful team deployment projects including scheduling with customers, determining needed materials in coordination with the team and insuring that materials and resources arrive on site in a coordinated fashion to support field work.
• Work with other field service organizations including Sales, Center of Competence and others.
• Secure, identify, manage parts and materials and manage schedule to arrive at customer site ahead of schedule ensuring we are ready for work.
• Report weekly on progress for projects and needs from other teams to support successful field deployments. Complete post mortems on project completed and what could have been worked better to avoid problems in deployment.
• Communicate through effective, concise written the progress of problem resolutions.
• Document all work and parts used within our case management and inventory management system.
• Report monthly on inventory status for field teams and needed restocking of consumable parts.
• Manage the monitoring database of customer installations, maintenance and service tickets.
• Assist the sales teams to define and improve customer experience.
• Make phone calls to our customers to set up an appointment for our technicians based on ticket services (technical intervention, control after alarm, quality control,….)

Skills required and Qualifications

• Minimum 2 years’ experience in dispatch or in relevant experiences.
• Preferred dispatch in a Security environment.
• Ability to interface with many different parties and communicate effectively.
• Strong ability to work within a team but also be able to drive needs proactively to avoid last minute requests to supporting teams. Ability to drive others including delivery of necessary resources.
• Excellent interpersonal verbal and written communication skills.
• Solid and verifiable track record of meeting deadlines is a plus.
• Strong knowledge of field working environments.
• Experience working for an international organization is preferred.
• Very good knowledge of French and Dutch, possibly English for some customers/interactions.
• Good knowledge of IT tools (outlook,excel,etc….)
• The knoledge of SBN and VST is a plus.

Personal Characteristics

• A hungry go-getter with a strong can-do and hands-on attitude
• Technical knowledge is a must.
• An energetic, highly motivated and driven person who is willing to roll up his/her sleeves and do whatever is personally necessary to guarantee the success of the Team, and The Company.
• Team Player!