Position: Regional Field Service Dispatcher East

Direct reports: No

Reports to: (Regional Service Manager)

EAM-Mosca Corp, a dynamic market leader in end-of-line packaging automation systems, is seeking to hire experienced Regional Field Service Dispatchers. EAM Mosca sets the standards for Performance, Reliability, and Innovation Technology in its industry.

Job Summary: Regional Field Service Dispatchers schedule and dispatch Field Service Technician. Field Service Dispatchers serve as a conduit between customers and field service technicians to ensure world-class customer service to EAM Mosca’s diverse customer base.

Roles And Responsibilities

• Schedule and dispatch 25 Field Service Techs as dictated by customer needs, ONE Service PM’s, Repairs, Emergency Repairs and ONE Service PM Agreements.
• Receive service requests from Internal and External customers, including inquiries, and collect essential information to prepare detailed work orders and schedules: Prepare work orders
• Research machine data and service requests and history to determine hours, parts and resources needed to create service estimates
• Support Field Service Technicians with essential information and research as indicated;
• Retain and organize customer/work requests and completed work orders, and tracking of parts orders, in anticipation of future customer needs
• Communicate with Service Techs, Service Managers, and customers to convey changes, concerns, essential information to resolve scheduling conflicts.
• Manage and maintain service scheduling calendars and gnat charts.
• Work closely with assigned Regional Managers to ensure the daily schedules are executed as designed.
• Requesting POs from customers, follow-up on upcoming schedules and calling customers to verify upcoming PMs.
• Execute tasks in an organized manner; consistently follow daily processes and schedules; maintain a proactive approach focused on preventing issues to ensure customer satisfaction
• Remain flexible in role and willingly provide support to the team.
  
  

Profile and Background

• Minimum of 5 years’ experience in Field Service Dispatch, Field Service Management, or similar role
• Strong interpersonal skills. Ability to mitigate conflict. Presents a cheerful, positive manner with Internal and external customers.
• Even tempered with the ability to work effectively under pressure and maintain self-control in stressful situations
• Demonstrated problem solving skills
• Ability to handle multiple customer requests, driving them to solutions
• Excellent communication skills; Active listener with the ability to clearly convey necessary information; Avoids surprises.
• Proven track record of providing exceptional customer service with history of building trust and inspiring confidence with external, as well as internal customers; Ability to work with a sense of urgency on task
• Confident decision maker with a willingness to take an independent position in the face of opposition.
• Approaches challenging tasks with a "can-do" attitude. Goal orientated, multi-tasker driven to see projects and tasks to successful completion.
• Experience using Salesforce preferred.
  
  

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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