JOB OVERVIEW:
This position is responsible for primary contact for all field service-related requests. This includes creating work orders, scheduling and dispatching technicians, and providing service support to both internal and external stakeholders. Responsible for priority scheduling for emergency calls and escalating when necessary. Receives customer telephone calls to obtain information on specific problems, type of equipment, model, and office hours. Answers general questions from customers about equipment and service. Reroutes calls as necessary to the correct departments, and tracks calls appropriately. Schedules service calls with technicians and maintains frequent communication throughout the day to help plan and organize their time. Reschedules service calls based on newly posted parts receipts. Determines which calls require troubleshooting, based on predetermined call type selection. Maintain communication with all stakeholders related to service delivery.
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KEY RESPONSIBILITIES:
- Responsible for creating work orders, scheduling and dispatch technicians for equipment service, or emergency repairs for customers.
- Partner with the District Manager regarding scheduling practices, including attending service planning meetings.
- Receives high volume of telephone calls and emails from sales, service, technicians, field management, and customers.
- Answers general questions from customers about equipment and service. Reroutes calls as necessary to the correct departments, and tracks calls appropriately.
- Schedules service calls with technicians and maintains frequent communication throughout the day to help plan and organize their time.
- Determines which calls require troubleshooting, based on predetermined call type selection
- Review open work orders to ensure they are assigned to a technician.
- Participates in special projects and performs other duties as required.
- Provide feedback to leadership regarding observations related to on time arrivals, reschedules, repeat job visits, and job refusals.
- Participates in special projects and performs other duties as required.
SPECIFIC KNOWLEDGE & SKILLS:
- Ability to manage a high volume of emails and telephone calls.
GENERAL SKILLS & COMPETENCIES:
- Strong time management skills and the ability to prioritize work and meet deadlines
- Very good attention to detail and accuracy
- Customer service oriented and the ability to work with complex issues
- Ability to plan and arrange activities
- Very good interpersonal communication skills
- Very good written and verbal communication skills
- Ability to maintain confidential and highly sensitive information
- Ability to work in a team environment
- Ability to multi-task
- Ability to manage conflict
- Capacity to work effectively under pressure
- Establish productive working relationships at multiple levels within the organization
MINIMUM WORK EXPERIENCE:
Typically 3 or more years of related experience.
PREFERRED EDUCATION:
Typically High School education, vocational training and/or on-the-job training. Bachelor's degree preferred.
TRAVEL / PHYSICAL DEMANDS:
Travel typically less than 10%. Office environment. No special physical demands required.
COMPENSATION:
The posted range for this position is $36,360 - 63,812, which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including education, prior experience, training, current skills, certifications, location/labor market, internal equity, etc.
- Other benefits available include: Medical, Dental and Vision Coverage, 401K Plan with Company Match, PTO [or sick leave if applicable], Paid Parental Leave, Income Protection, Work Life Assistance Program, Flexible Spending Accounts, Educational Benefits, Worldwide Scholarship Program and Volunteer Opportunities.
Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.
For more information about career opportunities at Henry Schein, please visit our website at: www.henryschein.com/careers