Service Support Specialist
Swire Coca-Cola
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- Location
- Tempe, AZ
- Work style
- On-site
- Job type
- Contractor, Temporary
- Posted
- Oct 24
- Today
Career path
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About the company
Swire Coca-Cola
Food & beverages · 5,001 to 10,000 employees
What you'll do
- Review all incoming reactive service appointment requests in a timely manner for accurate routing
- Ensuring all high priority calls are scheduled and dispatched within 30 minutes of receiving
- Scheduling all other service appointments within 24 hours of receiving
- Include additional notes/documentation to work orders, emails and advise technicians of updateEnsuring all technicians scheduled have work available and dispatched during their shift
- Communicating to the appropriate department and team members using multiple resources throughout the day. Including issues relating to incomplete or roll over activity
- Dispatchers are responsible for technician service routes and call movements.
- Utilizing Optimization while dispatching a technician’s route.
- Scheduling routes based on call priority, technician availability, skill set, geographical location of customer, and duration needed for each activity and travel time between work orders.
- Monitoring daily activity 24-hour hold, hold for parts, postponed and on hold activities for next action.
- Answering multiple phone lines (afterhours and weekends if scheduled).
- Creating local work orders for customers via Zoom.
- Escalating and prioritizing urgent calls.
- Monitoring and responding to incoming emails, Teams IM, text and/or calls relating to service support requests.
What you need
- High school diploma or GED
- Experience in logistic routing and dispatching
- Working from the office weekly with occasional days from home
- Working weekends, holidays and after hours as needed
- Sales Force and Field Service Lightning (FSL) experience preferred MicrosoftOffice including Teams, Outlook, Excel, Word and Zoom
- Education: a high school diploma
Key skills
logistic routingdispatchingSales ForceField Service Lightning (FSL)Microsoft OfficeTeamsOutlookExcelWordZoom
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What does a Service Support Specialist do at Swire Coca-Cola?
The Service Support Specialist is responsible for efficiently routing reactive service requests and appointments to technicians on a day-to-day basis. The dispatcher will confirm the work requested, gathering all necessary information while communicating with technicians, Field Service Directors and Supervisors in a timely manner.
Responsibilities:
Review all incoming reactive service appointment requests in a timely manner for accurate routing
Ensuring all high priority calls are scheduled and dispatched within 30 minutes of receiving
Scheduling all other service appointments within 24 hours of receiving
Include additional notes/documentation to work orders, emails and advise technicians of update
Ensuring all technicians scheduled have work available and dispatched during their shift
Communicating to the appropriate department and team members using multiple resources thro
ughout the day. Including issues relating to incomplete or roll over activity
Dispatchers are responsible for technician service routes and call movements.
Utilizing Optimization while dispatching a technician’s route.
Scheduling routes based on call priority, technician availability, skill set, geographical location of customer, and duration needed for each activity and travel time between work orders.
Monitoring daily activity 24-hour hold, hold for parts, postponed and on hold activities for next action.
Answering multiple phone lines (afterhours and weekends if scheduled).
Creating local work orders for customers via Zoom.
Escalating and prioritizing urgent calls.
Monitoring and responding to incoming emails, Teams IM, text and/or calls relating to service support requests.
Requirements:
High school diploma or GED
Experience in logistic routing and dispatching
Working from the office weekly with occasional days from home
Working weekends, holidays and after hours as needed
Sales Force and Field Service Lightning (FSL) experience preferred Microsoft
Office including Teams, Outlook, Excel, Word and Zoom