Dispatcher

Job Title: Dispatcher

Client: Medical Device Manufacturing Company
Duration: 12 Months – Possible Extension
Location: North Canton, OH 44720
Shift: 2nd Shift | 3:00 PM – 12:00 AM
Work Arrangement: Onsite

Description:

Job Summary

Seeking a self-directed Dispatcher to manage service call scheduling and coordination between customers, technicians, service teams, suppliers, and business management. The role focuses on real-time call management, technician scheduling, SLA performance, issue escalation, and customer communication.

Key Responsibilities

• Manage Call Management System scheduling for customers, technicians, field associates, and business teams.
• Monitor real-time operations to ensure SLA requirements are met and technicians are actively assigned.
• Review call lists, determine urgency, and schedule calls appropriately.
• Monitor technician availability and optimize resources based on team and geographic knowledge.
• Monitor duplicate calls and bundle calls when appropriate.
• Coordinate parts ordering and shipment with technicians and schedule service calls accordingly.
• Monitor incomplete calls and escalate issues until resolution.
• Dispatch calls to Flex Labor Partners and monitor them through completion.
• Escalate urgent service needs and technician issues to the appropriate management team.
• Analyze call volumes, high-priority customers, and known issues during conference calls and operational reviews.
• Monitor system capacity/"white space" to maximize technician productivity.
• Communicate estimated technician arrival times to customers when required.
• Document customer dissatisfaction, field issues, and technician recognition for appropriate follow-up.
• Proactively identify and resolve scheduling or service issues.
• Support special projects for high-visibility customers.
• Perform additional duties as assigned.

Required Skills & Qualifications

• 1–3 years of customer service and/or call center experience.
• Strong Microsoft Office and PC skills.
• Excellent verbal and written communication skills.
• Strong logical thinking and ability to understand business efficiency.
• Ability to manage multiple tasks simultaneously with accuracy.
• Strong problem-solving and decision-making skills.
• Ability to work effectively in a team environment.
• Self-directed and able to work with minimal supervision.

Education

• Associate Degree preferred, or equivalent relevant experience.

Work Schedule

• Primarily 2nd shift: 3:00 PM – 12:00 AM.
• Must be flexible to work varied shifts and weekends as scheduled.
• Minimal business travel.
  

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As a leading contract, contract-to-hire and professional placement firm, Three Point Solution understands the importance of aligning our client with the right resource at the right time. We are committed to the highest caliber of service that will benefit our clients, candidates and employees. Unlike large, corporate style recruiting firms, we commit to individualized attention that uniquely positions us to bridge the communication gap between recruiter, employer and candidate. Our goal is to cultivate and maintain true partnerships with our clients and candidates.