This position serves as a liaison between the dispatch team, service engineers, and warehouse personnel, managing logistics, tool calibration, support contract facilitation, warranty part returns, tool kit prep and returns. Reviews requests from the Field Service Dispatch Team and assigned Service Engineer to ensure timely delivery of necessary PM and Tool Kits to the worksite, aligning with or exceeding customer expectations.
Numbers & Facts
Location
Shelby Township, MI
Description
Our Client, an Industrial Robots and Factory Automation Systems company, is looking for a Dispatch Support Technician for their Shelby Township, MI location.
Responsibilities:
The Field Service Dispatch Support Technician plays a key role in coordinating and supporting field service operations. This position serves as a liaison between the dispatch team, service engineers, and warehouse personnel, managing logistics, tool calibration, support contract facilitation, warranty part returns, tool kit prep and returns.
The technician ensures that all service areas in the warehouse are maintained, open support contracts are executed and even acts as a proxy for the Field Service Dispatch team when needed.
Serves as a proxy for Field Service Dispatch during PTO, ensuring continuity of operations and timely service coordination. Reviews requests from the Field Service Dispatch Team and assigned Service Engineer to ensure timely delivery of necessary PM and Tool Kits to the worksite, aligning with or exceeding customer expectations.
Coordinates the transfer of all calibrated tools to and from the Quality Engineer for both Field Service and Engineering teams.
Expedites and processes all warranty returns to ensure timely resolution and customer satisfaction. Routinely monitors SAP and Salesforce to ensure annual support contracts are accurately processed and up to date.
Maintains all service areas within the warehouse, ensuring organization, cleanliness, and readiness for field operations. Supports critical job deliveries by coordinating and executing package drop-offs after warehouse cutoff times to ensure timely shipment.
Generates initial sales orders and $0 renewal orders for support contracts, while adding the relevant parts to SAP and Salesforce.
Dispatches all internal service work orders at KRST and signs completed service assignments on behalf of end customers. Adheres to the Quality System and participates in continual improvement
Requirements:
Prior customer service experience and customer contact via telephone.
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
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.