Dispatch Coordinator (Administrative)

WHO WE ARE

Empowering Connections, Inspiring Possibility

SageNet is a leading managed services provider specializing in connectivity, digital signage and cybersecurity. The company connects, manages and protects technologies and devices across widely distributed enterprises. SageNet's people, processes and technologies, coupled with its collaborative approach, empowers customers to achieve their core business objectives.

The company offers world-class service and support via its US-based 24/7/365 Network Operations Centers (NOCs) and Security Operations Centers (SOCs), geographically diverse teleports, a central National Logistics Center, multiple data centers, and a nationwide field service organization.

What makes SageNet unique is its Why: SageNet is passionate about Trusted Connections. This is a two-fold calling. First, the company creates trusted, reliable and secure technological connections for its customers. Second, and perhaps even more importantly, SageNet works tirelessly to build trusted human connections with its customers, partners and communities. The company believes that by creating, discovering and nurturing these trusted connections, SageNet enhances the world that connects us all.

With a three-decade track record in managed services, SageNet boasts a long-term customer base that includes the nation's largest retail, financial, healthcare, utilities and energy organizations. SageNet manages communications for more than 430,000 endpoints. Headquartered in Tulsa, SageNet has regional offices in Atlanta and Washington, D.C.

WHAT YOU'LL DO

The Dispatch Coordinator is responsible for deployment of client sites/projects, logistics of dispatch for our customers, and booking the Service Contracts (SC) as they occur to keep the sites operational to meet contractual Service Language Agreement (SLA).

They must coordinate and order the proper equipment, select a technician with the skill set to perform the work required, and make sure the equipment, technician and repair meet the SLA requirements. This person manages the technician while on site and is responsible for getting any associated equipment back from the technician or the site while making sure the proper payment for the work is entered into the service call for payment for their service.  

Major duties and responsibilities:

• Check dispatching status on a real-time basis
• Takes incoming calls from technicians during normal business hours and after hours as needed
• Focus on ticket priorities with a sense of urgency
• Select the Technician to be dispatched and systematically identify who will be assigned to the job based on required skill set, performance rating, and ETA to meet SLA's
• Negotiate payment for services as necessary
• Order the proper equipment and arrange for the delivery to meet the SLA of the agreement(s)
• Follow-up on each dispatch ticket to review Technician ETA's
• Follow-up may require an escalation to the vendor and/or internal resources due to excessive time on-site or expired ETA's
• Update dispatch ticket with Technician on-site information as required
• Manage the technician's on site time and coordinate with the proper technical support
• Assist and facilitate incoming calls from technicians needing additional support
• Assist with invoicing issues related to additional time on-site, mileage discrepancies, and all other adjustments as needed
• Develop and maintain knowledge of all equipment and various configuration utilized by our customers
• Assure that the technician has the proper documentation and tools to perform the service
• Manage the technician's on site time and coordinate with the proper technical support
• Follow up with technician to enter invoice into SC for payment
• Follow up with technician for equipment returns
• Escalate problems that occur with meeting the SLA or while on site as necessary
• Update inventory data base with all equipment installed and removed
• Manage the return of the equipment and amount of the payments for service
• Invoice customer for out of scope or time and materials for work performed
• Update the data base with all details of the service in a timely manner
• Willing to take ownership and take on other duties as assigned

WHO YOU ARE

To perform this role successfully, the Dispatch Coordinator must be able to perform each duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, education, and overall experience required for the role.  

Experience & Education

• Associates degree or equivalent related administrative experience in a technical setting
• Experience with decision making, process management, and the reporting and analyzing of data
• Must be willing to work a flexible schedule that includes, evenings, weekend and holidays if needed
• Intermediate Microsoft Office required, including Excel
• Knowledge of Salesforce.com and SAP is preferred
• Must be detail oriented and have a strong aptitude to learn various business software applications and technology solutions
• Excellent communication skills, both verbal and written
• Comfortable working in a high-stress, face-paced environment with shifting priorities
• Excellent time management, organizational, and analytical skills
• Self-starter who can find and resolve issues as they are identified
• Ability to successfully interface with a wide range of personnel within the organization

WHERE YOU'LL WORK

Enjoy the flexibility of our hybrid work model. Our business casual working environment fosters collaboration and productivity. Ability to work in a fast-paced environment and manage multiple priorities.

• Positive mindset, fearless to ask questions and push against the status quo.
• Ability to drive projects to completion on time.
• Strong desire to work in a collaborative team-driven environment.

PHYSICAL REQUIREMENTS

• Be able to sit for extended periods of time without any problems 
• Consistent use of hands and fingers for typing 
• Consistent use of eyes to analyze monitoring applications, spreadsheets, ticketing systems and web on computer screen  

 

CLASSIFICATION*: Non-Exempt    
POSITION TYPE: Fulltime
TRAVEL REQUIREMENTS: No
DIRECT REPORTS:  No
SAFETY SENSITIVE:  No

Equal Opportunity Employer
SageNet is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Legal Disclaimer
This job description is intended to provide a general overview of the position. It is not an exhaustive list of all responsibilities, duties, and skills required. SageNet reserves the right to modify this job description at any time, with or without notice. Employment with SageNet is at-will, meaning that either the employee or the company may terminate the employment relationship at any time, with or without cause or notice. SageNet will provide reasonable accommodations for qualified individuals with disabilities.

As a managed services provider, SageNet maintains a high level of information Security. SageNet has a published Information Security Policy and provides mandatory Security Awareness Training for all employees. SageNet requires that all employees adhere to published SageNet security policy, failure to do so may result in termination of employment. The SageNet security program is only as strong as our people and as such it is the responsibility of all employees to protect corporate and customer data following best practices and policies.

Ready to join a team that values trusted connections? Apply now!

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. Digital Signage