Atosa USA, Inc.
Service Dispatch Coordinator – Atosa USA, Inc.
Atosa USA, Inc. is a major manufacturer of commercial kitchen equipment, including refrigeration, cooking equipment, robotic fryers, and more. For 10 years, we have been recognized for innovation, quality, and excellent service. We are committed to society and offer fulfilling careers to self‑motivated, talented individuals who help us grow and set new industry standards.
Job Description As a Service Dispatch Coordinator in the Warranty Department, you will ensure a seamless customer experience, from coordinating service dispatch to post‑service follow‑ups. This role is vital for maintaining high levels of customer satisfaction throughout the service journey.
Key Responsibilities
Collaborate with Technical Support to schedule service appointments with authorized technicians.
Act as a bridge between customers and technicians, providing updates and maintaining proactive engagement.
Prioritize service requests, matching customer needs with technician skills, territory, and availability.
Monitor job status changes and convey timely, accurate information to customers.
Maintain comprehensive, up‑to‑date records, including work order notes and internal documentation.
Conduct proactive follow‑ups with customers after service, documenting interactions.
Coordinate follow‑up appointments, service calls, or maintenance visits with service providers.
Serve as the primary point of contact for service customers, managing high volumes of communications.
Handle customer complaints or escalations professionally and promptly.
Collaborate with parts, sales, and technical support to resolve customer issues and seek guidance when needed.
Proactively monitor service tickets, identify trends, and take steps to address them with management.
Maintain a comprehensive understanding of company products and services to respond to inquiries and offer recommendations.
Identify and communicate suggestions for process improvements to enhance the overall customer service experience.
Qualifications
Demonstrated work experience in aftermarket service or a similar role.
Proficiency with Microsoft Office or Mac equivalent, including Outlook, Excel, Word, SharePoint, and PowerPoint.
Outstanding interpersonal and communication skills, written and verbal.
Exceptional problem‑solving and conflict resolution abilities.
Customer service‑oriented with excellent phone etiquette.
Familiarity with dispatch software or equivalent FSM/CRM/ERP systems.
Strong organizational skills and meticulous attention to detail.
Ability to work independently and collaboratively in a team‑oriented environment.
Adaptability to changing customer demands and priorities.
Effective time‑management skills to multitask, prioritize, and meet deadlines in a fast‑paced, technology‑driven service environment.
Note: This job description is not exhaustive and may change based on evolving organizational needs.
Seniority level Entry level
Employment type Full‑time
Job function Management and Manufacturing
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Job Description As a Service Dispatch Coordinator in the Warranty Department, you will ensure a seamless customer experience, from coordinating service dispatch to post‑service follow‑ups. This role is vital for maintaining high levels of customer satisfaction throughout the service journey.
Key Responsibilities
Collaborate with Technical Support to schedule service appointments with authorized technicians.
Act as a bridge between customers and technicians, providing updates and maintaining proactive engagement.
Prioritize service requests, matching customer needs with technician skills, territory, and availability.
Monitor job status changes and convey timely, accurate information to customers.
Maintain comprehensive, up‑to‑date records, including work order notes and internal documentation.
Conduct proactive follow‑ups with customers after service, documenting interactions.
Coordinate follow‑up appointments, service calls, or maintenance visits with service providers.
Serve as the primary point of contact for service customers, managing high volumes of communications.
Handle customer complaints or escalations professionally and promptly.
Collaborate with parts, sales, and technical support to resolve customer issues and seek guidance when needed.
Proactively monitor service tickets, identify trends, and take steps to address them with management.
Maintain a comprehensive understanding of company products and services to respond to inquiries and offer recommendations.
Identify and communicate suggestions for process improvements to enhance the overall customer service experience.
Qualifications
Demonstrated work experience in aftermarket service or a similar role.
Proficiency with Microsoft Office or Mac equivalent, including Outlook, Excel, Word, SharePoint, and PowerPoint.
Outstanding interpersonal and communication skills, written and verbal.
Exceptional problem‑solving and conflict resolution abilities.
Customer service‑oriented with excellent phone etiquette.
Familiarity with dispatch software or equivalent FSM/CRM/ERP systems.
Strong organizational skills and meticulous attention to detail.
Ability to work independently and collaboratively in a team‑oriented environment.
Adaptability to changing customer demands and priorities.
Effective time‑management skills to multitask, prioritize, and meet deadlines in a fast‑paced, technology‑driven service environment.
Note: This job description is not exhaustive and may change based on evolving organizational needs.
Seniority level Entry level
Employment type Full‑time
Job function Management and Manufacturing
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