Service Dispatch Scheduler

Your challenges

• Create service ticket in the CRM system if one has not already been created via Tech Support
• Monitor and proactively follow up on open tickets, scheduling requests, and open service activities.
• Process requests from internal Tech Support and/or Customers via phone or emails for customers needing on-site service.
• Schedule all Field Service Engineer workload for their assigned regions.
• Develop and maintain clear and concise communications with, end user customers, Area Service Managers, Field Service (FSE) employees, and other internal Eppendorf stakeholders.
• Assist FSE and ASM's as required with management of call assignments, including rescheduling and re-dispatching tickets, to ensure the best response time and customer satisfaction; this includes adherence to any requirements for Service Level Agreements.
• Assist in maintaining a master schedule of FSE Training, Vacation, personal time off (PTO) days to ensure sufficient FSE resources are available to match the customer demands.
• Communicate with customers to ensure equipment delivery, 3rd party set-up personnel, and FSEs are coordinated to ensure high levels of customer satisfaction.
• Follow-up with billable customers on POs or payments

Your expertise

• Associate's Degree in Business, Science, Marketing or Communications and/or 2 to 5 years of related experience in service, logistics or manufacturing.
• Experience in business relevant service and administrative tasks; understanding of key customer satisfaction drivers.

Your benefits at Eppendorf

• Compensation - $24.00 - $28.00/hr.
• Competitive total rewards package including health, financial, and education benefits
• Direct impact on business