Service Dispatch Scheduler

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

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.

Compensation - $24.00 - $28.00/hr.

Competitive total rewards package including health, financial, and education benefits

Direct impact on business