Dispatcher in Strongsville, OH at Acuative

Date Posted: 9/14/2020

Job Snapshot

Job Description

Summary of Position 

The primary purpose of this position is to monitor and manage work queues for timely and accurate prioritization and assignment of labor tickets to Field Technicians while in accordance with client requirements and contractual SLA’s. This is achieved through balanced use of the Automated Routing System (ARS) and InsidEdge routing program combined with other reference material and the online Mobile GPS tool. Focus is on maximizing company profits through routing efficiency, including ensuring proper workflow into the ARS, and tech utilization balanced with vendor use.

Essential Functions 

  • Workload Monitoring/Routing includes utilizing the ARS in conjunction with InsidEdge to monitor for jobs in jeopardy, escalations and exceptions and ensure timely dispatch of tickets to meet client ETA/SLA requirements as well as departmental KPI’s & quality metrics. Providing timely notification, as outlined in standard work, of jobs in jeopardy and/or a need to reschedule work. Alerting management of excessive workload in a region

  • Field Resource Monitoring includes monitoring tech availability (clock in, travel in jeopardy) via the ARS exception table and taking quick action to resolve any issues. Communicating potential resource shortages to Resource Allocation Manager and RFSM by presenting conflicts in meeting routing requirements and offering solutions and suggestions regarding resource allocation options that would aid in rectifying scheduling conflicts. Communicating to appropriate internal & external customers (as mandated) of all delays and/or job status changes.

  • Product Coordination includes managing all aspects of overnight shipment, tech to tech transfers, counter to counter of parts to meet SLA requirements and appropriate notification to internal and/or external customers (as mandated) of any jeopardy to the SLA.

  • Field Resource Support - phone availability of =>6.4 hours per day to provide continuous support to Field Service techs

  • Other Possible Duties includes performing other delegated tasks assigned by management- i.e., reports, excel spreads, geographical mapping of large projects, turnback reporting, 5S assessment, internal ticket entry

Required Qualifications

  • High school diploma or GED certificate required and prior dispatching experience preferred
  • Strong customer service and communication skills
  • Exemplary organizational & time management skills
  • Experience in using Microsoft Office software –proficiency in Outlook & basic use of Excel
  • Strong Internet and PC skills a must with experience using Windows based applications
  • Excellent problem solving and critical analysis skills
  • Proven teamwork skills
  • Proven multitasking skills with focus on detail
  • Record of working independently to carry out company and team goals, objectives, policies and procedures, to promote a positive Company image
  • The capability to endure stress and work well under pressure
  • Dependable and punctual

Additional Qualifications Desired

• Background in telecommunications is highly recommended but will train with prior minimum 2 years customer service/office experience

• Associates Degree

• Dispatch experience

• Experience using mapping software

• Ability to understand contractual commitments

Work Environment/Physical Demands

• Use of PC, with close attention to monitor for the entirety of the workday will be required

• Heavy phone use throughout the day

• Availability to work outside of normal shift as required and work overtime as necessary

NOTE: The above is intended as a general non-exhaustive description of an Acuative position as of the date written. It does not prescribe or restrict the duties and responsibilities that may be assigned or reassigned to this position at any time.


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