Supervisor - Electrical Services Dispatch Center - Irving, Tx

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Full-time
 

Permanent
 

Mid-level Professional
 

Office/Site only
 

Customer Services

>>THIS POSITION CAN BE BASED OUT OF ANY SIEMENS SMART INFRASTRUCTURE BRANCH LOCATION; HOWEVER, WE PREFER IT TO BE BASED IN THE DALLAS AREA<<

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As the Supervisor for the Electrical Services Dispatch Center (EDC), you will be responsible for the coordination of all service operations and activities and will control the execution according to organizational guidelines. You will oversee a group of internal coordinators that schedule and dispatch Electrical Services field technicians to expertly address customer issues on site. You will also assist technicians with follow-up requests for any additional dispatching support, or billing questions. The EDC is open from 7:00 AM to 7:00 PM CST.

• Supervise the daily activities of the geographically dispersed EDC team and ensure requirements are met in a timely manner
• Diagnose and triage customer service issues and requests, align with appropriate field technician skills and coordinate a local dispatch
• Source and procure the electrical parts and equipment required to complete each job
• Maintain documentation of actions taken during each dispatch evolution
• Maintain a department work-in-progress (WIP) table/report
• Interview and hire new candidates for open positions within the Electrical Services Dispatch Center
• Interface directly with the customer when required
• Provide reports and metrics for management on a recurring basis
• Onboard and train new employees
• Research continuing training classes to assist the team in growth
• Hold growth talks and one-on-one meetings with your team members as appropriate
• Analyze team performance against workload and provide staffing recommendations when necessary