Dispatch Representative

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Job Summary:

Key Position Details:

• 1.0 FTE (40-hours per week)
• 8-hour day shifts
• No weekends
• Benefit eligible

Job Description:

Provides day-to-day customer service experience. Processes service requests, creates work orders, and dispatches work to the appropriate technician and/or vendor. Maintains the on-call handbook and scheduling, provides backup for the Buyer, and maintains the communication standards and processes.

Principle Responsibilities

• Coordinates communications and dispatching.
  • Routes incoming calls to the appropriate Clinical Engineering Services (CES) employee.
  • Creates work orders and dispatch service calls based on priority and tech availability.
  • Monitors portal sites to dispatch service requests.
  • Creates service purchase order and provide PO to customer and/or vendor.
  • Provides customers with equipment history and service records.
  • Assists customers, technicians or managers with resolution of outstanding service issues.
  • Communicates weekly on-call schedule and follow up with any changes to ensure after hour service calls are dispatched appropriately.
  • Trains new communication staff.
  • Maintains the Communication Handbook to ensure all communications staff and back ups have updated processes and technician staffing information.
• Provides excellent customer experience.
  • Addresses customer service issues and escalates as needed.
  • Develops and maintains relationships with CES management, technicians and customers to provide excellent customer experience.
• Provides support functionality.
  • Communicates weekly on-call schedule and follow up with any changes to ensure after hour service calls are dispatched appropriately.
  • Creates, maintains and communicates the on-call schedule with managers and on-call staff.
  • Resolves on-call issues identified and communicates resolution.
  • Processes mail and distributes to appropriate staff as necessary.
  • Maintains office supply inventory.
  • Maintains medical equipment stickers inventories.
  • Assists analyst with maintaining an accurate IT inventory and medical equipment disposition tracking.
  • Sets up and maintains pagers.
  • Orders and tracks technician uniforms.
• Provides coverage/backup and project assistance.
  • Completes projects as assigned.
  • Provides backup to CES buyer to ensure service parts are prioritized.
  • Modifies or updates staff timecards as requested.
• Other duties as assigned.

Required Qualifications

• Must be 18 years of age with education and/or experience needed to meet required functional competencies as listed on the job description
• 2 to 5 years of customer service experience

Preferred Qualifications

• High school diploma or GED
• Vocational or Technical Training 1-2 years of post high school education
• 0 to 2 years of experience with computerized equipment management system (CEMS)
• 0 to 2 years of biomedical equipment experience
• Proficiency with computers and Microsoft Office applications

Physical Demands

• Sedentary:
• Lifting weightUp to 10 lbs. occasionally, negligible weight frequently