Job Summary
Job Description : Primary Skill: Partner Management, Secondary Skill: FSO / Dispatch Management
Key Responsibilities
Job Responsibilities : Responsible for managing day-to-day field service operations, coordinating technician/partner assignments, monitoring work orders, and ensuring service requests are completed within agreed SLAs. The role involves close coordination with field technicians, service partners, customers, and internal teams to ensure efficient dispatch, timely service delivery, and high customer satisfaction. Manage daily field service requests, work orders, and dispatch activities. Assign jobs to technicians/field service partners based on location, skill, availability, and priority. Monitor technician schedules, job status, attendance, and productivity. Track open, pending, completed, and escalated service requests. Ensure jobs are completed within defined SLA and appointment timelines. Monitor technician movement and optimize schedules/routes where required. Follow up on delayed, missed, or incomplete service jobs. Coordinate emergency and priority service requests. Maintain accurate work-order and service records. Identify operational bottlenecks and take corrective action. Partner Management Coordinate with service partners and technicians on a daily basis. Monitor partner performance against agreed SLAs and KPIs. Track partner productivity, job completion, quality, and response times. Handle partner-related operational issues and escalations. Conduct regular follow-ups with underperforming partners. Support partner onboarding and ensure understanding of service processes. Ensure partners follow company policies, service standards, and compliance requirements. Coordinate with partners regarding job allocation, cancellations, reassignments, and repeat visits.
Skill Requirements
Skill Requirement : Dispatch and Technician Scheduling Work Order Management Partner/Vendor Management SLA and KPI Management Escalation Management Service Operations Coordination
Other Requirements
Other Requirement : Strong communication and coordination skills Problem-solving and decision-making Time management and prioritization Ability to multitask under pressure