Professional Services Dispatcher (51033)

We are Garland! We design, manufacture and supply best-in-class commercial ovens, ranges, grills and countertop cooking equipment for the global foodservice market. We empower you to grow with us. We recognize you and reward you. We win together as one team.

Where tech meets taste—join the team keeping food service running flawlessly!

The Service Coordinator will be the central point of contact for customer service inquiries and service dispatch management. The ideal candidate will be responsible for handling customer support calls, creating dispatches, coordinating service calls, following up with customers and Factory Authorized Service Agent (FAS), and ensuring timely resolution of service issues with an overall average goal of <16 business hours to close out non-emergency calls. Emergency calls should be closed out in <8 business hours. This individual will also provide basic troubleshooting support and manage customer information in Salesforce.

Schedule: Monday - Friday 8:00 AM - 5:00 PM EST

Essential Duties and Responsibilities:

• Answer Customer Support Line: Handle incoming customer service inquiries via phone, providing prompt and professional assistance.
• Dispatch Service Calls (Priority and Close Within 1-2 Days depending on priority): Assign and manage service calls, prioritizing them appropriately and ensuring they are resolved within 1-2 days.
• Follow Up with Customers: Ensure timely follow-up with customers to ensure satisfaction and keep them updated on service status.
• Follow Up with FAS (In Assigned Region): Coordinate with Factory Authorized Service Agent (FAS) in the designated region to ensure smooth service operations.
• Reassign FAS if Needed: Reassign FAS to different service calls or regions when necessary to ensure optimal service levels and efficiency.
• Update Customer Account Info: Maintain and update customer account details in the system to ensure accurate and current information for service tracking.
• Maintain Relationship with FAS: Cultivate positive relationships with FAS to enhance service delivery and communication.
• Knowledge of Warranty Processes
• A background in handling warranty information and policies is essential to making decision to dispatch a service call.
• Provide Warranty Status Updates to Customers & FAS: Use Salesforce to update and communicate warranty statuses to customers and FAS in a timely manner.
• Basic Troubleshooting Support: Provide initial troubleshooting support to customers before dispatching service, resolving basic issues when possible.
• Update Notes in a Timely Manner: Ensure service call and customer account notes are consistently updated in Salesforce for accurate tracking and reporting.
• Email Monitoring and Reply: Monitor and respond to customer service inquiries via email, providing helpful and timely responses.
• Manage time effectively to focus on remaining in the phone queue and available during working hours
• Consistently operate in a manner that aligns with the Company Core Values

DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification.  They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.