Field Service Dispatcher

JOB TITLE:    Field Service Dispatcher               

DEPARTMENT:   US-Service Operations-Global Service

REPORTS TO:     Service Operations Supervisor, Commercial Excellence, Americas

MAJOR FUNCTION  

Enables the Field Service organization to deliver a great Customer Experience by evaluating and scheduling customer work order repair requests for Nilfisk Service technicians within 4 hours of receipt.  Develops and utilizes a basic understanding of US-based Service Technician geographical to optimize productivity (work orders/day) by grouping customer work orders that are close in proximity.  Seeks, promotes and embraces opportunities for process improvement and new ways of working.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Reviews WO requests throughout the day within the SVMX dispatch console and reports as needed.

• Determines technician assignment in accordance to scheduling rules with all requests handled within 4 business hours.

• Develops and retains territory knowledge to deliver an efficient scheduling to optimize technician productivity (work orders per day).

• Collaborates with service technicians as needed to adjust schedules based situational needs.

• Schedules on average 25-50 work orders per days dependent on volume.

• Transacts corrections to work orders caused by billing or parts discrepancies or at managers direction.

• Assists with tracking parts orders for technicians in progress work orders.

• Supports fellow coordinators with coverage for time or other unforeseen absences.

• Participates in Customer communications and internal meetings as required.

• Provides leadership with process improvement of the service coordinate function and adjacent functions.

• Maintains Outlook email daily.

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MINIMUM REQUIREMENTS

EDUCATION:

Associates degree or equivalent from a two-year college; 2 years relevant experience and training; or equivalent combination of education and experience.

EXPERIENCE:

0 – 2 years prior experience in similar or related field.

KNOWLEDGE & PERSONAL ATTRIBUTES:       

• Excellent communication and customer service skills.

• Strong organizational skills and attention to detail.

• Ability to work independently with little direct supervision.

• Comfortable in a fast-paced environment with strong performance expectations.

• Likes working in team environments and comfortable relying on others.

• Comfortable with change from process improvements.

COMPUTER SKILLS:

MS Office and business applications.

SAP and Salesforce/Servicemax (plus)

LANGUAGE SKILLS:

Ability to read, write and speak English and interpret documents such as safety regulations, customer emails, and service contract requirements.  Ability to write routine reports and correspondence.  Ability to speak effectively before customers or employees of the organization.

MATHMATICAL SKILLS:

Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY:     

Ability to apply commonsense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

PHYSICAL DEMANDS:

While performing the duties of this job, the employee is regularly required to use hands to type, enter data via a keyboard into a computer, and ability to see color (plus).

WORK ENVIRONMENT:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level is generally moderate.

Let’s create a cleaner future together

Cleaning has emerged as a key contributor to health and safety, sparked by technology and innovation. At Nilfisk we are a driving force in this development. Being part of Nilfisk means thinking outside of the box, bringing your inspiring ideas to life, sharing the results, and learning from your setbacks. We believe that diversity is our greatest strength – as we achieve the best results from a wide variety of views and approaches. At Nilfisk, you have the freedom to be yourself and express your opinions. Nilfisk is firmly committed to growth and sustainability in everything we do. You will be empowered in your role as you collaborate with passionate colleagues on a quest to create a cleaner future.

Are you ready to make a change for a cleaner future?

About Nilfisk

Nilfisk is a world-leading provider of professional cleaning equipment and services, founded in Denmark in 1906. With approximately 4,500 employees across 45 countries and products sold in over 100 markets, we are committed to developing sustainable cleaning solutions that improve quality of life. We are listed on Nasdaq Copenhagen and a proud member of the United Nations Global Compact.

Benefits

Nilfisk offers a competitive total compensation package. Benefits include Health, Dental, Vision, Basic and Supplemental Life, Critical Illness and Accident Insurance, Flexible Spending Accounts, Health Savings Account with Company Contribution, 401K with Company Match, Long and Short Term Disability, Employee Assistance Program, Legal Plan, Parental Leave, Paid Vacation and Sick Time, Paid Volunteer Day, Tuition Reimbursement, Wellness Reimbursement, Scholarship opportunities, etc.

The estimated pay range indicates the expected annualized pay range for this position. It may not include potential bonus incentives such as annual bonus’ as well as sales and sales related incentives, or overtime (on eligible positions). The actual pay offered may vary based on several factors, including the applicant's qualifications, relevant experience, unique skills, education level, certifications or licenses, and the location from which they will work. The final pay determination will comply with state or local minimum wage laws applicable to the job's location. We may ultimately pay more or less than the posted range. This range may be modified in the future.

Job applicant FAQ

Do you have questions regarding the recruitment process or alike? Please visit our FAQ for job applicants.

Talent Acquisition Process

Nilfisk does not charge any fee at any stage of the recruitment process. We do not request payment or fees from candidates for any employment-related purpose.  If you encounter any such activity, please report it immediately on the Nilfisk Whistleblower website.

Nilfisk is an Equal Opportunity employer.  We consider all qualified applicants without regard to race, religion, sex, national origin, age, sexual orientation, gender identity, disability, or veteran status, among other factors.