Service Support Specialist

What does a Service Support Specialist do at Swire Coca-Cola? The Service Support Specialist is responsible for efficiently routing reactive service requests and appointments to technicians on a day-to-day basis. The dispatcher will confirm the work requested, gathering all necessary information while communicating with technicians, Field Service Directors and Supervisors in a timely manner.

Responsibilities:

Review all incoming reactive service appointment requests in a timely manner for accurate routingEnsuring all high priority calls are scheduled and dispatched within 30 minutes of receivingScheduling all other service appointments within 24 hours of receivingInclude additional notes/documentation to work orders, emails and advise technicians of updateEnsuring all technicians scheduled have work available and dispatched during their shiftCommunicating to the appropriate department and team members using multiple resources throughout the day. Including issues relating to incomplete or roll over activityDispatchers are responsible for technician service routes and call movements.Utilizing Optimization while dispatching a technician's route.Scheduling routes based on call priority, technician availability, skill set, geographical location of customer, and duration needed for each activity and travel time between work orders.Monitoring daily activity 24-hour hold, hold for parts, postponed and on hold activities for next action.Answering multiple phone lines (afterhours and weekends if scheduled).Creating local work orders for customers via Zoom.Escalating and prioritizing urgent calls.Monitoring and responding to incoming emails, Teams IM, text and/or calls relating to service support requests.

Requirements:

High school diploma or GEDExperience in logistic routing and dispatchingWorking from the office weekly with occasional days from homeWorking weekends, holidays and after hours as neededSales Force and Field Service Lightning (FSL) experience preferred Microsoft Office including Teams, Outlook, Excel, Word and Zoom