This position is an integral part of the service team. You will report to and work closely with the Service Manager to coordinate all things service related. While our Application Specialists primary responsibility is answering incoming support calls, you may be required to answer and triage some support calls during busy periods. Your dispatching duties will be to create tickets from support emails and overflow phone calls, then schedule those tickets to an appropriate technician according to severity. Some tickets will come from the sales department and you will be responsible for scheduling newly quoted work. In addition to scheduling new tickets, if an existing ticket needs escalation, you will be responsible for rescheduling it with the appropriate Tier-2 technician and helping manage their scheduled workloads. You will need to regularly review the various service boards in our ticketing system to ensure all tickets have technicians assigned and are properly scheduled.
In addition to service ticket management, you will be our point person for purchasing, vendor management, warranty repairs, and other return to vendor products. You will be scheduled to purchase equipment and manage the shipping and receiving of said equipment. Detailed note taking and tracking is important. There may be multiple projects in different stages, all happening at the same time, all of which require attention. You will be expected to work with project managers, sales, and finance to coordinate purchasing and shipping of products to coincide with installation schedules and meet customer expectations.
Additional duties will include basic inventory management of cables and small electronics, keeping an up to date on-call schedule, PTO calendar, and updating tickets with appropriate charges. Yearly inventory counts and quarterly cycle counts will be expected, and some research may be needed to track down count discrepancies. Keeping an up-to-date calendar for various activities will be important and will make your scheduling duties easier while keeping the technicians on assigned tasks. Monitoring of status reports and creating service tickets, when certain conditions exist, will be part of your daily responsibilities. When necessary, you will be responsible for associating shipping charges with their related service tickets so we can accurately bill for our services.
Some other one-off tasks may be assigned by management when appropriate to assist sales, finance, or LPA in general. This may seem a bit overwhelming, but you will have training and support from the Service Manager and Project Manager when needed. We have systems in place where you can take notes and allow you to keep track of tickets in various states. Reports will be available to track your progress and regular check-ins with your manager will be scheduled to balance workload.
What Success Looks Like:
· Meticulous Documentation: Maintains accurate, organized documentation and detailed notes across multiple concurrent projects and support tickets.
· Proactive Learning: Quickly learns new tools, processes, and concepts; asks thoughtful questions and independently researches solutions when needed.
· High Performance: Consistently meets or exceeds individual and team performance metrics that support business objectives.
· Customer-Centric Mindset: Delivers a positive customer experience through clear communication, responsiveness, and effective problem-solving.
What We Offer:
· Quarterly Performance Bonus: Eligible for a performance-based bonus tied to individual contributions and overall team success.
Hours: 8:00am-5:00pm, Monday-Friday
Pay: $42,000.00 - $52,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Retirement plan
- Vision insurance
Work Location: In person
