Recognized as one of the fastest growing companies in Tampa Bay and on the Inc. 5000 list of top privately held companies in the country for 10 years, DAS Health is seeking a full-time, remote Field Services Dispatcher to join our team!
As a Field Services Dispatcher (FLSA Non Exempt role), you're responsible for coordinating and dispatching technicians to customer sites for various on-site IT support needs. This role involves scheduling technicians, ensuring optimal resource usage, and providing timely communication to customers and other stakeholders. The Dispatcher will work closely with the Field Services leadership to ensure efficient operations and customer satisfaction.
Responsibilities:
Basic Functions:
+ Schedule and Dispatch Field Technicians: Receive and prioritize service tickets, assign technicians to appropriate jobs based on their skills and location, and optimize routes for efficient travel.
+ Manage Third-Party Resources: Find, coordinate, and maintain third-party resources where needed.
+ Coordinate with Field Technicians: Provide technicians with clear instructions and any necessary information before and during dispatch and maintain regular communication throughout the day.
+ Maintain Technician Availability and Tracking: Monitor technician schedules, track their whereabouts, and ensure they have the necessary resources to complete their assignments.
+ Client Communication: Communicate with customers regarding technician arrival times, service updates, and any potential changes.
+ Assist with Escalation Management: Handle escalated issues by coordinating with technicians and appropriate members to resolve customer problems in a timely manner.
+ Manage Service Ticket Documentation: Create and maintain accurate records of service tickets, such as customer information, problem resolution, time spent on-site, and necessary billing information.
+ Analyze Service Data: Collect and analyze data on service tickets to identify areas for improvement and optimize dispatch processes.
+ Provide Support to Field Services Management: Assist the Field Services leadership with various administrative tasks, such as reporting, invoicing, record keeping, and data analysis.
+ Other Duties as Assigned: May assist with internal projects or customer-facing service tickets and onsite work as needed.
Requirements:
+ A high school diploma or GED is required.
+ Associates degree or equivalent education and/or relevant work experience is required.
+ Minimum of 1-2 years of experience as a service desk manager or in a technical support role is required.
+ Certifications that demonstrate expertise in IT service management, such as ITIL (Information Technology Infrastructure Library) or CompTIA Service+, are preferred.
+ Strong interpersonal skills: such as telephony skills, communication skills, active listening, and customer care.
+ Attention to detail and strong sense of organization.
+ Ability to multi-task and adapt to changes quickly.
+ Technical awareness: ability to match resources to technical issues appropriately.
+ Service awareness of all organizations key services for which support is being provided.
+ Typing skills to ensure quick and accurate entry of service request details.
+ Self-motivated with the ability to work in a fast-paced environment.
What We Offer
For full-time opportunities, we offer:
+ Work Remotely (unless otherwise specified) with Work from Home Allowance
+ Competitive pay with discretionary bonus opportunities
+ Flexible Time Off
+ Continued Education Reimbursements
+ Company Paid Health Benefits for employees and family
+ 401k with Employer Match
+ Mental Health Services
+ Parental Leave
About DAS:
DAS Health is a leading provider of Health IT and management solutions and a trusted consultant to many physician groups, hospitals and healthcare systems across North America. For the last two decades, DAS Health has been bridging the gap between regulatory compliance, business goals and personal service, empowering our clients to deliver more patient-centric care, protect their earnings and increase profitability.
As part of our commitment to the privacy of our job applicants, please review the DAS Health Privacy Notice ( and kindly acknowledge on your application that you have read and understand the policy. By doing so, you demonstrate your commitment to our values and your understanding of how we manage and protect your personal information.
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