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Field Service Representative

2 months ago

Vancouver, British Columbia, Canada Ainsworth Full time

Job Summary:

The Service Coordinator/Dispatcher is the primary point of contact between customers and field personnel at Ainsworth. This role requires strong communication and problem-solving skills to troubleshoot customer concerns and provide technical support when possible.

Key Responsibilities:

  • Assist customers with technical support and provide solutions to their issues.
  • Distribute work orders to field service personnel, ensuring that all necessary information is provided and systems are updated.
  • Develop schedules for field service personnel, taking into account work order priorities, due dates, and other factors.
  • Provide assistance to field personnel as needed and interface with customers and other departments to ensure successful completion of service.
  • Collect and review field service timecards and work order sheets to ensure accuracy and quality.
  • Act as a customer advocate to resolve issues related to quality, service delivery, and responsiveness.
  • Initiate and revise scheduling and dispatch processes to ensure customer satisfaction.
  • Provide quotation support to field service technicians and assist in the preparation of service quotes.
  • Champion a high-performance culture to enhance customer interface satisfaction.
  • Adhere to all company policies and procedures, including health and safety regulations.
  • Perform other duties as assigned by management.

Requirements:

  • 3-5 years of experience as a Dispatcher is required.
  • Experience with national accounts is an asset.
  • Data entry skills and proficiency with MS Office applications, particularly Excel.
  • Excellent customer service, verbal, and written communication skills.
  • Attention to detail and multi-tasking abilities.
  • Ability to exercise independent judgment and take initiative.
  • Ability to work effectively under pressure.