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
Detailed Description and Job Requirements
As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.
In this role, you will provide guidance and real time resolution on a wide range of technical and non-technical customer issues including, but not limited to: product compatibility and configuration, license reconciliation, support entitlements and validation, invoice and shipping inquiries, electronic support troubleshooting and product availability. Also, you will be the point of contact for new customers, introducing and educating them on Oracle as a whole. You will also have the opportunity to gain knowledge of specific product areas within our core technologies and/or applications.
Prior working knowledge of or the desire to quickly learn about Oracle Financials, Oracle Service, ITS, Imaging, GSR, the World Wide Web, internal knowledgebase, MSOffice tools and our Electronic Support Service Offerings. In addition, you will need to understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment. Bachelors degree, an ideal candidate will demonstrate excellent communication skills, demonstrate prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success.