***JUST IN*** A KEY DUBLIN SOUTH CLIENT HAS RETAINED US TO RECRUIT A HARDWARE INCIDENT DISPATCH AGENT.

The mission of the Hardware Incident dispatch agent is to coordinate the
resources and manage all the administrative tasks required to deliver the
onsite support. The resources are the spare parts and the field engineers (OUR CLIENT’S
or Subcontracted). The relevant tasks are carried on by means of delivery
and part logistics tools as well as of telephone.
The dispatch agent responds and communicates to internal and external contacts
with regards to the dispatch of hardware incidents. Contacts reach the
dispatch agent via telephone, call handling systems, e-mail and/or fax.
Main responsibilities are to:
- Ensure service requests are reported to within contractual
agreements or Customer‘s business preference
- Ensure that qualified break/fix case is assigned to the
appropriate Onsite service providers or the OUR CLIENT’S Customer engineer
- Ensure that the parts recommended for the case are sourced in
acceptable timescales and in the most cost effective way
- Ensure that all calls assigned have been validated for dispatch
requirements ((onsite delivery address, part shipment address,
entitlement, etc...)
- Ensure that all calls assigned have been checked for entitlement
and are coded correctly
- Ensure that customer specific flows or instructions are followed
-Keep OUR CLIENT’S customers and delivery stakeholders (partners etc.)
informed of case status and actions to take
- Retain ownership of each event until problem is resolved or
resolution is identified
- Escalate case if requested or triggered by the Customer
- Accomplish other duties as required.
- Continually assess and improve working practices to obtain best
results
- Escalate availability issues through liaison with District
Managers to alleviate missed responses
5
Required skills are:


SOFT SKILLS
Excellent Customer skills
Good telephone handling skills
Personal judgment, initiative
Cost optimization awareness
Communication skills and ability to communicate at all levels
Planning and organizational skills
Tenacity, Integrity, Flexibility


PLEASE NOTE: ONCE YOU HAVE APPLIED FOR ONE OF KINGSLEY RECRUITMENT'S JOBS, YOUR CV WILL BE CONSIDERED FOR ALL RELEVANT ROLES SO YOU ONLY NEED TO APPLY TO US ONCE.
KINGSLEY RECRUITMENT


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