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Service Dispatcher (Central Region)

Location Petaling Jaya, Selangor Date posted November 21, 2024 Job ID 18093
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Our Opening and Your Responsibilities
Key Purpose of the Role: Responsible for coordinating and scheduling service orders for our field technicians, ensuring efficient use of resources and timely response to customer request.

Your Responsibilities:
1. Technical Support 
  • Schedule and dispatch service technicians to customer locations based on priority, urgency, and technician availability.
  • Monitor and track the status of service orders to ensure timely completion and customer satisfaction.
  • Communicate effectively with customers to provide updates on service order status and address any concerns or questions.
  • Optimizing available field service resources by assigning service assignments to technician dashboard
  • Follow up on open orders (RFS status) for unplanned service order and (incomplete status) for all type of service orders.
  • Coordinate with SCM for part transfer request to right tech location and ensure part consumed by tech in DSM.
  • Managing job loading, productivity and workload distribution across FST which maximise field force efficiency.
  • Collaborate with Field Service tech and scheduler to ensure route optimization/planning reducing technician’s windshield to wrench ratio.
  • Adhering to SLA and response time as per service contract agreement
  • Handle emergency service requests and resolve scheduling conflicts as they arise.
  • Provide exceptional customer service and support to both internal and external stakeholders.
  • Backup team member on Planned service job scheduling in their absence.

What You Need to Succeed
Competencies:
  • Good Interpersonal and Verbal/Written Communication skills
  • Ability to work in a fast-paced environment and handle high-pressure situations.
  • Team player with a positive attitude and a customer-focused mindset.
  • Strong organizational and multitasking skills with attention to detail.
  • Self/Planning Management
Mandatory:
  • Diploma or degree holder 
  • Fresh graduate/with experience
  • Self-starter with a proactive approach
Preferred:
  • Prior knowledge in handling Salesforce/SAP CRM platform
  • Previous experience in dispatch, logistics, or a customer service role preferred.

Our Offer to You
  • Stable employment conditions based on the contract of employment
  • 1.5 months annual bonus [fixed]
  • Medical care with the dental package
  • Life insurance
About Mettler Toledo
METTLER TOLEDO is a global leader in precision instruments and services. We are renowned for innovation and quality across laboratory, process analytics, industrial, product inspection, and retailing applications. Our sales and service network is one of the most extensive in the industry. Our products are sold in more than 140 countries, and we have a direct presence in approximately 40 countries. For more information, please visit www.mt.com.
Equal Opportunity Employment
We promote equal opportunity worldwide and value diversity in our teams in terms of business background, area of expertise, gender and ethnicity. For more information on our commitment to Sustainability, Diversity and Equal Opportunity please visit us here.
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