Service Delivery Specialist

Job Title Service Delivery Specialist Functional Area Customer Service Division Equipment Care Location IN - Indianapolis Country US Employment Status Full Time Job Description GCS Service is a division of Ecolab, the trusted service leader in the commercial food equipment industry. Nationwide thousands of restaurants, hotels, hospitals and schools rely on GCS Service to provide preventative maintenance, service and repair of commercial refrigeration, cooking and warewashing equipment.

The Dispatcher routes Service Technicians to service calls servicing the commercial kitchen equipment environment in a manner that maximizes efficiency and productivity while exceeding customer expectations. This position is the primary point of contact for a group of Service Technicians within a geographic market or territory.

Main Responsibilities:

• Effectively route technicians to service calls maximizing efficiency and productivity using dispatch management tools in a manner that exceeds customer expectations and/or service level agreements
• Serve as the primary point of contact for technicians within a geographic market or territory
• Facilitate technician performance to maximize productivity and profitability through effective call clustering and routing to control cost, enhance efficiencies and meet commitments
• Effectively manage work in progress including pro-active management of all open service orders that need parts ordered, are in waiting for parts status or have other special requirements
• Build and solidify associate and customer relationships to increase customer satisfaction and retention
• Review and resolve escalated service issues and find unique and repeatable ways of solving issues

Basic Qualifications:

• High school diploma or equivalent
• 3+ years experience in dispatch, customer service and/or restaurant management
• Intermediate experience in Microsoft Office/Window based environment

Preferred Qualifications:

• Ability to learn unique and proprietary software
• Ability to multi-task and prioritize with strong organizational and time management skills
• Ability to work independently with minimal direct supervision
• Excellent verbal and written communication skills
• Previous SAP experience
  

AutoReqId 32005BR