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Mfw3276dtcw1wc3r9w2

Dispatcher

Acuative STRONGSVILLE Full-Time
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Summary of Position

The primary purpose of this position is to monitor and manage work queues for timely and accurate prioritization and assignment of labor tickets while in accordance with client requirements and contractual SLA’s. This is achieved through balanced use of the Automated Routing System (ARS) and InsidEdge routing program combined with other online sourcing platforms, reference materials and the online Mobile GPS tool. Focus is on maximizing company profits through routing efficiency, including ensuring proper workflow into the ARS, and tech utilization balanced with vendor use.

Essential Functions

 

·         Workload Monitoring/Routing includes utilizing the ARS in conjunction with InsidEdge to monitor for jobs in jeopardy, escalations and exceptions and ensure timely dispatch of tickets to meet client ETA/SLA requirements as well as departmental KPI’s & quality metrics. Providing timely notification to appropriate internal & external customers of jobs in jeopardy and/or a need to reschedule work. Alerting management of excessive workload in a region.

·         Field Resource Monitoring - monitoring tech availability (clock in, travel in jeopardy) via the ARS exception table and taking quick action to resolve any issues. Communicating potential resource shortages to Resource Allocation Manager and RFSM and offering solutions and suggestions that would aid in rectifying scheduling conflicts. Communicating to appropriate internal & external customers of all delays and/or job status changes. Focus is placed on Acuative resource utilization and use of contractor resources.

·         Product Coordination - coordinating parts delivery via overnight shipment, tech to tech transfers and counter to counter to meet SLA requirements and appropriate notification to internal and/or external customers (as mandated) of any jeopardy to the SLA.

·         Field Resource Support - phone availability of =>6.4 hours per day to provide continuous support to Field Service techs. Administrative tasks for blocking automated work assignment and entering system travel parameters for automated routing accuracy.

·         Other Possible Duties includes performing other delegated tasks assigned by management- i.e., reports, excel spreads, geographical mapping/scheduling of large projects, turnback reporting, 5S assessment.

 

 

 

Position Type/Expected Hours of Work/Travel

·         Non-exempt

·         No travel required

·         Minimum 40 hour work week

 

 

Required Qualifications

 

·         High school diploma or GED certificate required and some prior work experience in a related field

·         Strong customer service and communication skills

·         Exemplary organizational & time management skills

·         Experience in using Microsoft Office software –proficiency in Outlook & basic use of Excel

·         Strong Internet and PC skills a must with experience using Windows based applications

·         Excellent problem solving and critical analysis skills

·         Proven teamwork skills

·         Proven multitasking skills with focus on detail

·         Record of working independently to carry out company and team goals, objectives, policies and procedures, to promote a positive Company image

·         The capability to endure stress and work well under pressure

·         Dependable and punctual

 

Additional Qualifications Desired

 

·         Background in telecommunications is highly recommended but will train with prior minimum 2 years customer service/office experience

·         Associates Degree

·         Dispatch experience

·         Experience using mapping software

·         Ability to understand contractual commitments

Work Environment/Physical Demands

 

·         Use of PC, with close attention to monitor for the entirety of the workday will be required

·         Heavy phone use throughout the day

·         Availability to work outside of normal shift as required and work overtime as necessary

 

·         High school diploma or GED certificate required and some prior work experience in a related field

·         Strong customer service and communication skills

·         Exemplary organizational & time management skills

·         Experience in using Microsoft Office software –proficiency in Outlook & basic use of Excel

·         Strong Internet and PC skills a must with experience using Windows based applications

·         Excellent problem solving and critical analysis skills

·         Proven teamwork skills

·         Proven multitasking skills with focus on detail

·         Record of working independently to carry out company and team goals, objectives, policies and procedures, to promote a positive Company image

·         The capability to endure stress and work well under pressure

·         Dependable and punctual

Recommended skills

Multitasking
Time Management
Resource Utilization
Complex Problem Solving
Communication
Coordinating

Location

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$35K
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Dispatcher
Estimated Salary: $69K
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Inspiration has been the cornerstone of our culture since the company’s inception in 1984.

It was at this point of deregulation and the dawn of the data revolution that founders Vince Sciarra and Rich Ackerman established Telsource. With an innovative approach unique to the expanding communications marketplace, Telsource emerged as a ground-breaking provider of IT service solutions worldwide.

Thirty two years later, after countless technical trends, business cycles, and industry twists and turns, Acuative (formerly Telsource Corporation), continues to break into new dimensions, introducing industry-leading service offerings and helping clients meet their voice and data network goals in new ways.

Throughout our history, Acuative has displayed a distinctive, perceptive understanding of our clients’ needs and visions, goals and aspirations. We recognized from the start that our clients’ IT systems and applications were critical to their success.

For our clients, that meant that downtime needed to be minimized, complex technology rollouts simplified, and returns on technology investments maximized.

And so Acuative set out to provide inventive, superior IT service and best-of-breed global technology solutions, delivering end-to-end lifecycle support for our clients in the service provider, enterprise, finance, retail and public sectors.

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