POS Dispatcher, Field Service

Title
POS Dispatcher Field Service
Installation Support

Reports to
Manager Operations

Position Overview

The Field Service Dispatcher is responsible for coordinating and dispatching field technicians managing service calls and ensuring timely highquality customer support. This role serves as the key link between customers technicians and thirdparty vendors requiring strong organizational and communication skills. Core responsibilities include scheduling service appointments handling escalations maintaining dispatch boards managing equipment logistics and supporting billing and invoicing. The ideal candidate is detailoriented dependable and thrives in a fastpaced environment where accuracy and customer satisfaction are top priorities. Flexibility is required in this role as call priorities are ever changing and changes to the schedule must occur in realtime. The working hours for this opening are Tuesday Saturday 8:00AM 5:00PM (PST).

Duties and Responsibilities

• Deliver exceptional customer service across all communication channelsincluding email phone and inpersonto ensure the highest levels of customer satisfaction.
• Efficiently schedule and coordinate all incoming service calls ensuring prompt and accurate response to customer needs.
• Dispatch Field Service Technicians on a percall basis ensuring realtime responsiveness and clear communication.
• Maintain and update all dispatch boards and technician schedules to ensure optimal resource allocation and service coverage.
• Review and manage scheduling of all overnight escalations ensuring timely resolution and customer followup.
• Conduct proactive followups with customers regarding pending service calls confirming appointment times and estimated technician arrival.
• Review all service tickets for completeness and accuracy prior to processing and closure.
• Contact customer sites to verify escalation needs communicate available service options and clarify coverage under existing hardware agreements.
• Prepare and send detailed service option proposals to noncontracted customers for billable work.
• Order replacement equipment from thirdparty vendors as needed to support field service operations.
• Monitor and track all thirdparty equipment exchanges to confirm timely delivery and fulfillment.
• Coordinate with thirdparty fulfillment teams to address and resolve any issues related to service level agreement (SLA) compliance.
• Manage daily billing and invoicing activities to ensure accuracy and timeliness in customer charges.
• Demonstrate consistent reliable attendance and punctuality always prepared to begin work at the scheduled start time.

Qualifications

• Proficient in Microsoft Office Suite including Word Excel and Outlook with the ability to efficiently manage documents data and communications.
• Demonstrates a professional confident and courteous demeanor in both phone and facetoface interactions.
• Skilled in building and maintaining productive working relationships with colleagues vendors and clients across various levels of the organization.
• Exceptional written and verbal communication abilities with a focus on clarity tone and audienceappropriate messaging.
• Strong decisionmaking skills with the ability to remain calm think critically and respond effectively in timesensitive situations.
• Proven ability to manage multiple tasks and competing priorities in a fastpaced environment while maintaining attention to detail.
• Capable of accurately processing and evaluating incoming information to prioritize service calls and efficiently dispatch Field Service Technicians.
• Maintains realtime tracking of Field Service personnel ensuring efficient deployment and communication.
• Conducts proactive followup with customers to assess service satisfaction and identify areas for improvement.
• Demonstrates consistent reliability in meeting assigned work schedules including punctuality and regular attendance.
• Performs accurate data entry and provides general office and administrative support as needed.
• Prior experience in restaurant operations and/or pointofsale (POS) systems is highly desirable but not required.
• Availability to work on Saturdays and most holidays is required.
• Experience handling multiline phone systems and general office operations is preferred.
• Ability to work independently

Travel Component

• N/A

Working Conditions

• Extensive deskbased work involving prolonged periods using a computer and sitting for extended periods.
• Frequent interaction with team members management agents and external partners to facilitate smooth operations and collaborations.

Job Classification

• Exempt

At Payroc we are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs job requirements and individuals qualifications without regard to race color religion national social or ethnic origin sex age physical mental or sensory disability sexual orientation or any other status protected by the laws regulation in the location we operate. Payroc does not tolerate discrimination or harassment based on any of these characteristics.

Payroc is committed to providing access equal opportunity and reasonable accommodation for individuals with disabilities in employment its services programs and activities. To request reasonable accommodation contact Human Resources Department at