Senior Field Service Dispatcher

Expect more. Connect more. Be more at Diebold Nixdorf. Our teams automate, digitize, and transform the way more than 75 million people around the globe bank and shop in this hyper-connected, consumer-centric world. Join us in connecting people to commerce in this vital, rewarding role.

Serves as the primary point of contact for Field Operations personnel and as a liaison between or among customers, Field Operations and internal business groups. Coordinates and monitors customer appointments to ensure timely and excellent customer experience. Monitors technical status to manage arrival times and shift completion. Monitors job pools and schedules, identifying unfilled time slots, overbooking, inefficiencies, cancellations and other situations including effective route control, appointment arrangements with customers / providers, Spare parts management, debriefing quality analysis and documentation. Dispatching of all assigned work within the assigned territory to field service technicians and third parties. Ensure SLAs and balance workload between applicable resources and considering e. g. skills and spare parts availability in a most cost effective and efficient manner. Takes action to assign or reassign work to meet customer commitments.

Required Qualifications

• Education or equivalent work experience required.
• Minimum of 4-6 years of relevant experience or equivalent combination of education and experience in Field Service Dispatch.
• Good local language skills required (Written and spoken) and preferably good business English skills (Written and spoken).

Why should you join Diebold Nixdorf?

Brightest minds + technology and innovation + business transformation The people of Diebold Nixdorf are 23, 000+ teammates of diverse talents and expertise in more than 130 countries, harnessing future technologies to deliver personalized, secure consumer experiences that connect people to commerce. Our culture is fueled by our values of collaboration, decisiveness, urgency, willingness to change, and accountability.

Diebold Nixdorf is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

** To all recruitment agencies: Diebold Nixdorf does not accept agency resumes. Please do not forward resumes to our jobs alias, Diebold Nixdorf employees or any other organization location. Diebold Nixdorf is not responsible for any fees related to unsolicited resumes**

#LI-TM2

• Performs all duties of a Dispatcher / Senior Dispatcher, plus: Receives and coordinates same day ('must do') and future appointment requests.
• Assesses the urgency of customer service needs and addresses / escalates, as appropriate.
• Interacts with Field Service technicians and/or supervisor to resolve missed appointments and 'go back' requests.
• Audits incomplete past due work orders and follows up to ensure that work orders are resolved and closed within guidelines.
• Uses error reporting mechanisms to provide supervisor with feedback on work order accuracy.
• Notifies Technicians of specific issues related to systems outages or problems that may impact day-to-day assignment completion.
• Identifies and communicates potential issues to Technicians to ensure their safety in various conditions / situations.
• Communicates and collaborates with internal partners to solve problems and ensure customers' needs are met.
• Documents actions taken on each call, applying credit adjustments (due to failure to meet on-time guarantee, trouble call charges) and balances accounts.