Field Service Dispatcher
The Field Service Dispatcher Role is a very fast paced and dynamic role; is responsible of making sure the Area is handled on a timely fashion, pipelining the field resources in the most efficient way to address the business needs and priorities focusing on providing the best customer service.
Monitor ALL of the work queues: Not Yet Accepted, Regular Dispatch, Follow Ups, Email Inboxes, Phones, and Chat Rooms.
Re-assign work focus from one activity to another based on the above queue monitoring.
Work with backlog occurs, make sure progressing the workload.
Making sure SLA are met, assisting FSC on accurate and timely dispatch.
Assist management in any specific request.
Deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves assisting and resolving non-technical inquiries
Primary point of contact for customers and Field Engineers.
Manage customer issues in relation to all areas of Service Request management, entitlement, dispatching
Receives customer requests and prepares documents/trouble tickets related to processing returns, servicing and exchanges. Updates databases with status of returned materials issues and accounts for returns inventory. Records and reports the status of equipment returns, repairs, replacements, sales orders and delivery schedules. Ensure service information accessible by sorting and filing documents/forms. May schedule field service repair calls. Handles requests for additional company materials. Maintains records of returns, schedule changes, product enhancements or changes and product pricing, and resolves return credit problems.Needs to be fluent in English must have availability to work any schedule Mon-Sun from 6am to 6pm