Dispatcher / Scheduler

Dispatcher / Scheduler

Dispatcher / Scheduler is responsible for organizing, coordinating, and managing global server repair operations. This role involves coordination between internal teams, external vendors, service partners, logistics companies, and customers to ensure the efficient repair and replacement of server components in our internationally deployed computer servers.

Essential Duties and Responsibilities include the following (Other duties may be assigned) :

• Serve as primary point of contact with field service technicians, service partners, and customers to ensure timely and successful work scheduling and completion.
• Schedule and assign onsite field technicians in coordination with internal Equus resource availability.
• Work with customer sites to document all requirements for onsite access and schedule accordingly.
• Communicate and push service providers for timely updates on communications and scheduling of onsite visits.
• Ensure job scope requirements are understood by all customer stakeholders.
• Coordinate pre-visit reviews to ensure field techs have all necessary tools, documentation, training, and understanding of site visit requirements.
• Track support case, RMA, and dispatch processes and statuses within internal CRM system.
• Provide timely and professional responses to customer inquiries regarding status of support cases and dispatches.
• Support day-to-day communications with customers and internal resources on communications and resource management (parts and labor).
• Provide regular updates to stakeholders on repair timelines, delays, and resolution progress.
• Maintain accurate notes and records of communication efforts with stakeholders and publish a daily schedule of onsite activities by date.
• Assist with case, RMA, and dispatch transaction creation.

Essential Education, Skills, and Experience :

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