Customer Support Field Operations / Dispatch position

Chicago · Full-time

About The Position


1.    Managing service calls

·        Receive service calls from customers by phone, e-mail, and web.

·        Open and close service calls in the ERP system and dispatch them accordingly.

·        Schedule on-site visits at customers, flights, and hotels according to the support contract. Issue spare parts if needed.

·        Follow up on Open Service Calls

·        Follow up on spare parts that haven’t been returned to the warehouse

·        Follow up on Time & Material customers that need to be invoiced

·        Follow up on escalated calls.

·        Scheduling Installations with the customers after receiving an order confirmation from the sales admin department.

·        Coordinating proactive calls like FCO’s, PM, S/W updates, etc., with the CSE’s and the customers

2.    Managing spare parts and ink orders:

·        Receiving spare parts and ink orders from customers

·        Entering the orders into the ERP system after checking the availability

·        Expedite spare parts. 


1.    Qualifications:

·        Experience in CS processes (dispatching, orders, etc.)

·        CRM/ERP experience - Must

·        Priority experience – An advantage

·        Presentation & training skills

·        Service oriented.

·        High level of English – a must


2.    Personal Skills:

·        Team player

·        Analytic thinker

·        Multitasking abilities

·        Good interpersonal skills

·        Ability to work in a Global, matrix & complex environment

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