Job Description

JOB SUMMARY:

Responsible for creating work orders, to schedule and dispatch technicians for equipment installation, service, or emergency repairs for customers. Receives customer telephone calls to obtain information on specific problem, type of equipment, model, and office hours. Answers general questions from customers about equipment and service. Reroutes calls as necessary to the correct departments, and tracks calls appropriately. Schedules service calls with technicians, and maintains frequent communication throughout the day to help plan and organize their time. Reschedules service calls based on newly posted parts receipts, and coordinates installation with equipment coordinators, technicians, and customers. Determines which calls require troubleshooting, based on predetermined call type selection. Maintain communication with all facets of the center including management.

ESSENTIAL RESPONSIBILITIES & ACCOUNTABILITIES:

Responsible for creating work orders, to schedule and dispatch technicians for equipment installation, service, or emergency repairs for customers.

Receives high volume customer telephone calls to obtain information on specific problem, type of equipment, model, and office hours.

Answers general questions from customers about equipment and service. Reroutes calls as necessary to the correct departments, and tracks calls appropriately.

Schedules service calls with technicians, and maintains frequent communication throughout the day to help plan and organize their time.

Reschedules service calls based on newly posted parts receipts, and coordinates installation with equipment coordinators, technicians, and customers.

Determines which calls require troubleshooting, based on predetermined call type selection

Reviews all open work order statuses to ensure the designated technician has received notification of the call.

Notifies Parts Order Reps of parts and equipment ready to be received into the system.

Participates in special projects and performs other duties as required.

Provide accurate information for new account set up and proper follow up.

Provides weekly status report to management via email.

Maintain a manual schedule book daily for back up purposes.

Reviews all open work order statuses to ensure the designated technician has received notification of the call

In addition to the essential duties and responsibilities listed above, all positions are also responsible for:

* Meeting company standards pertaining to quantity and quality of work performed on an ongoing basis, performing all work related tasks in a manner that is in compliance with all Company policies and procedures including WorldWide Business Standards.
* Adhering to Company policies, procedures, and directives regarding standards of workplace behavior in completing job duties and assignments.

Qualification

Experience:

One year experience in Customer Service, or the equivalent required.

Specialized Knowledge and Skills:

N/A

Other:

High School diploma or the equivalent.

Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.