Regional Dispatch Coordinator (New York, Boston, New Jersey, Maine)

WHO WE ARE

AVI-SPL is a digital enablement solutions provider who transforms how people and technology connect to elevate experiences, create new value, and enable organizations to thrive and grow. We are the largest provider of collaboration technology solutions, which include our award-winning managed services.

Our highly certified industry experts and innovation leaders share a vision to help people work smarter and live better. We believe that success starts with a sound team and that an inclusive and diverse workplace moves us all forward.

Job Summary

An excellent opportunity to enter the professional Audio/video space and obtain a holistic view of the industries’ leading organization inner workings.  The purpose of the AVI-SPL Regional Dispatch Coordinator role is to drive accuracy and efficiency in the field service technician scheduling process and ensure that our employees and customers receive the very best experience possible.  This role will serve as a liaison between our Global Helpdesk and Regional Service Management teams, intercepting and handling all scheduling exceptions according to an established process quickly and efficiently.    These exceptions will be the result of issues that arise in the creation, execution, and closure of a customer’s service request. 

 Essential Duties and Responsibilities

• Resource allocation for ServiceNow incidents per TSR request
• Scheduling Field Service resources effectively to reduce travel time & OT, and maximize productivity
• Obtain documentation (e.g., drawings, programs) required by the techs as requested
• Utilizing Sub Contractor resources when appropriate based on cost, geography, and in-house resource availability
• Liaison with the local AVI-SPL office for SIG resource support (GM, Opps, Sales and Engineering)
• Confirm accuracy of data in cases requiring RDC review
• Other duties assigned as needed

Skills and Abilities 

• Knowledge of processes required to engage programming resources
• Knowledge of storage locations for documentation requested by Field Service Techs
• Productive relationships with Sub Contractors
• Maintain working relationship with multiple office leadership teams for SIG resources
• Possess excellent organizational, time management and inter-personal skills
• Communicate and interact with internal employees clients and colleagues in a professional and timely manner
• Self-Starter capable of working independently and ensuring to meet deadlines
• Excellent communication and interpersonal skills both verbal and written
• Ability to balance multiple tasks with changing priorities
• Excellent structured problem-solving skills
• Ability to troubleshoot basic AV and Video Teleconferencing issues

 Education and/or Experience

• Minimum of a high school diploma or equivalent
• Minimum 1 year similar Case Coordinator experience preferred
• Formal education in Electronics or related field preferred
• Demonstrated knowledge of Video Teleconferencing endpoints and infrastructure preferred
• Demonstrated knowledge of AV Control systems and integrated room peripherals preferred
• Experience with Incident Management applications preferred. 

WHY YOU’LL LIKE WORKING HERE

• Medical benefits, including vision and dental
• Paid holidays, sick days, and personal days
• Enjoyable and dynamic company culture
• Training and professional development opportunities

MORE ABOUT US

AVI-SPL is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, disability status, or membership in any other group protected by federal, state, or local law. AVI-SPL is an AA/Disabled/Veteran Protected Employer VEVRAA Federal Contractor.

AVI-SPL reserves the right to alter work hours and work location as necessary. Work hours may vary based on client requirements and may include travel to various locations in support of the account.

This pay range represents the base salary for this position. Actual compensation within the range will depend on a variety of factors including but not limited to experience, skills, and location.