Job Description

Join our team as a Service Dispatcher and play a key role in coordinating service operations while supporting our customers and technicians in French.

Brief Job Description:

• Daily schedule and assign jobs to Customer Engineers and subcontractors in order to meet the Customer requirements for contracts, corrective actions, emergency calls, warranties, start ups
• Assure the execution of all the controls prescribed by I.T.C.
• Responsible for the day to day running of a team of Customer Engineers and Subcontractors (where applicable) in a given geographical area
• Control and constantly improve efficiency and productivity of CEs in the assigned area
• Cooperate with Service Sales teams to achieve sales objectives

Responsibilities:

• Process new orders for T&M on ERP system in well-timed manner
• Schedule Service Requests maximizing efficiency, productivity and product knowledge of Customer engineers.
• Raise purchase orders for material and subcontracted labor, following Company Policies
• Ensure total discipline in the use of the ERP system
• Answer phone calls from Customer to solve emergency cases
• Follow up the completion of jobs, escalate issues.
• Invoice Customers as soon as a job has been completed and close relevant Service requests ((or handover these to the resp. admin teams (this depends on MU process and process split)).
• Provide updates about any slippage, re-scheduling of orders and issues revenue projection/forecast related, timely escalate possible capacity issues or material shortage
• Ensure efficiency, productivity targets are met, and workload is fairly distributed
• Help to achieve relevant KPI targets (PM completion, First time fix, Customer Engineer productivity, Customer Engineer efficiency)
• As a User, comply with the Company’s ITC policy
• Transfer leads to the sales team

Qualifications:

Required/ Minimum Qualifications:

• School Background: secondary technical school or university degree
• Language skills: French - C1; English - B1
• Technical / Functional skills:
• Minimum 3 years working experience in customer service area
• Computer Literate: Office associated programs, ERP systems
• Able to manage people and coordinate/run projects, manage change and stress
• Well organized and able to work under pressure

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