Canon Solutions America

  • Dispatcher (10:30 am-7:00 pm)

    Location US-IL-Schaumburg
    Posted Date 5 months ago(12/29/2017 2:54 PM)
    Job ID
    15931
    Category
    Service Support - Dispatch
  • Overview

    Canon Solutions America is a Canon U.S.A. Company providing integrated systems technology that comprise one of the strongest solutions portfolios in the document management industry. If you are energetic, outgoing and customer service oriented this may be the position for you!

     

    Canon Solutions America Dispatchers are responsible for ensuring that all service calls are answered and entered in a quick and timely manner. Dispatchers are also responsible for providing other service or sales support as needed to provide the best possible customer service.

     

    This is a Full Time position and the hours are 10:30 am-7:00 pm, Monday- Friday.

     

    Canon Solutions America offers a competitive compensation package including medical, dental, vision, 401(k) Savings Plan, profit sharing, educational assistance, recognition programs, vacation, and much more!

    Responsibilities

    • Research and correct service debrief errors.
    • Ensure customer POs are obtained and properly processed.
    • Review billable service incidents for accuracy and ensure timely invoice generation.
    • Monitor assigned technicians schedules to ensure to proper coverage.  Reports gaps to service management.
    • Review open service requests and escalate aging calls.
    • Monitor multiple e-mail boxes and process requests.
    • Handle call escalations for ETA issues and service contract issues that require further follow-up.
    • Work closely with service management and field technicians to obtain reporting information.
    • Assist field managers with administrative functions.
    • Provide phone support to field technicians via the dispatch technician hotline.
    • Accurately enter service requests into AS400 system whenever necessary. 
    • Obtains and validates proper close out information.
    • Serve as back up for other territories for vacation and other absences.
    • Backs up customer dispatch hotline whenever service levels are impacted.

    Qualifications

     

    • High school diploma or equivalent.
    • Minimum of 2 years similar customer service experience in an automated dispatching environment.
    • Ability to multi-task, answer phone calls, emails and instant messages in a timely manner.
    • Strong PC literacy, data entry and organizational skills.
    • Excellent communication skills/Detail oriented.
    • Experience in a customer call center and field service support preferred.
    • Experience on IBM AS400 systems a plus.
    • Hours are 10:30am to 7:00pm Mon - Fri.

    Canon Solutions America, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristics protected by law.

     

    EOE Minorities/Females/Individuals with Disability/Protected Veterans

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