Please ensure you select your preferred location (if
applicable) in the application section below before submitting.
Responsibilities
Validate incoming tickets to ensure completeness and accuracy; perform sanity checks by verifying SLA, and high level work instructions
Monitor Field Service Management Systems for new tickets and accept requests in a timely manner
Strive to eliminate resource idle time by assigning work orders in a timely manner (based on swing rules; complexity and availability)
Monitor the ticket queue to ensure work orders are on target; co-ordinate with requester if reschedule on site date is required based on downtime change
Receive and respond to all requester status requests and\or questions regarding work orders in a timely manner
Host daily service review to provide status updates and notification for any outstanding tickets
Ensure employee have work assignments and work is properly balanced; given a dynamically changing environment, re-route assignments as necessary (based on swing rules where possible)
Provide updates to Field Service Manager\Field Service Supervisor\Team Lead and
Management where applicable
Notify Field Service Manager/Field Service Supervisor/Team Lead of any customer escalations or potential escalations in a timely manner
Act as first point of contact for all customer requests and respond to any questions\inquiries in a timely manner
Respond to Field Service Manager/Field Service Supervisor/Team Lead, Management employee questions\requests in a timely manner
