Lead Field Service Dispatcher

Expect more. Connect more. Be more at Diebold Nixdorf. Our teams automate, digitize, and transform the way more than 75 million people around the globe bank and shop in this hyper-connected, consumer-centric world. Join us in connecting people to commerce in this vital, rewarding role.

Lead Field Service Dispatcher serves as the primary point of contact for Field Operations personnel and a liaison between customers, Field Operations, and internal business groups. The role coordinates and monitors customer appointments, schedules, job pools, and technician workloads to ensure timely service and an excellent customer experience. Responsibilities include route management, appointment coordination, spare parts availability, SLA compliance, and dispatching work to field service technicians and third-party providers. The Lead Field Service Dispatcher proactively assigns and reassigns work based on customer commitments, technician skills, resource availability, and operational priorities, while ensuring an efficient and cost-effective operation.

This role is fully remote, and the successful candidate must be based in the United Kingdom.

• Utilizing workload forecasting and makes necessary adjustments to Technician placement before auto routing occurs.
• Ensuring daily routes meet business rules / requirements and maximizes technicians route efficiency.
• Adjusting systems configuration and makes work zone adjustments to ensure Technician routes are operationally efficient (for example, appropriate drive time, meet on-time guarantees, maximize productivity, align with assigned employee skill sets) and anticipates and addresses obstacles.
• Developing and recommending best practices on how to improve customer experience, internal processes, system configurations and routing effectiveness.
• Interacting with vendor partners to resolve day-to-day and longer-term routing issues.
• Responding to internal partner issues and questions, ensuring a mutual understanding and commitment to delivering the best possible customer service.
• Preparing reports for management, compiling data from appropriate databases and other sources, recommending process, system and customer service improvements.
• Providing mentoring and on-the-job training for other Dispatchers.

• 2–4 years of experience in scheduling, dispatching, or a similar operational role.
• Previous experience leading or supervising a team.
• Demonstrated ability to coach, mentor, and develop team members.
• Proven ability to drive strong team and individual performance.
• Strong organizational skills with the ability to manage workload efficiently and cost-effectively.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with colleagues and stakeholders.
• Strong leadership skills and the ability to motivate and engage a team.

We are Armed Forces friendly. We welcome applications from ex-Armed Forces personnel, reservists, armed forces veterans, cadet instructors and military spouses/partners.

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