Service Dispatcher and Technical Support

Overview

The Service Dispatcher & Technical Support is responsible for providing on-site aftermarket support, equipment installation, maintenance, repair, and upgrade services while delivering a high standard of customer service. The role serves as a key point of contact for customers, addressing service-related inquiries, resolving basic service and billing issues, and ensuring customer satisfaction. Working under direct supervision, the Customer Service Technician applies established procedures and basic technical knowledge to support customers and internal stakeholders while maintaining accurate service records and documentation.

Responsibilities

• Perform on-site installation, maintenance, servicing, troubleshooting, and upgrades of customer equipment.
• Provide technical guidance and instruction to customers and internal employees regarding product and equipment operation.
• Deliver professional and timely customer service, ensuring a positive customer experience.
• Respond to customer inquiries regarding product availability, maintenance requirements, and order status.
• Resolve basic customer service and billing-related issues in accordance with established procedures.
• Collect and maintain accurate customer information, including contact details, product specifications, and order requirements.
• Act as the primary customer interface for service-related requests and equipment support.
• Support sales teams by addressing customer concerns and identifying potential service and aftermarket opportunities.
• Document customer interactions, inquiries, complaints, and actions taken in relevant systems.
• Maintain records of service activities and customer communications to support quality and process improvements.
• Escalate complex technical or customer issues to higher-level support teams when required.
• Follow established service procedures, safety standards, and company policies.

Qualifications

• High School Diploma, Associate Degree (AA/AS), or equivalent post-secondary technical education.
• Minimum of 2 years of relevant experience in customer service, field service, technical support, equipment maintenance, or a related field.
• Basic technical knowledge of equipment installation, maintenance, and troubleshooting.
• Strong customer service orientation with the ability to handle customer inquiries and complaints professionally.
• Effective verbal and written communication skills.
• Ability to maintain accurate documentation and service records.
• Strong organizational skills and attention to detail.
• Ability to follow established procedures and work effectively under direct supervision.
• Basic problem-solving skills with the ability to escalate complex issues appropriately.
• Proficiency with standard business applications and customer service systems.
• Ability to work collaboratively with customers, sales teams, and internal stakeholders.