Req id:
ntt data strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward:thinking organization, apply now.
We are currently seeking a coordinador de servicio y logistica (it) to join our team in guadalajara, jalisco (mx:jal), mexico (mx).
The field technician dispatch coordinator is responsible for efficiently scheduling, coordinating, and supporting field technicians to ensure timely service delivery and high customer satisfaction. This role serves as the central communication point between customers, field technicians, dispatch partners and internal teams, ensuring that service requests and incident tickets are prioritized, dispatched, tracked, and resolved according to company standards and service:level agreements (slas).
Role responsibilities
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:scheduling and dispatching:create daily schedules for technicians and work with internal / partner teams to ensure activities per sla. Assign tasks, tickets and work orders to appropriate personnel based on availability and priorities. Ensure that the right resources are deployed for each task
:communication: maintain constant communication with field staff, and service teams
:technical: act as an escalation point of contact for onsite technicians and guide to resolution on complex issues in end user support. Relay real:time information, instructions, and updates to ensure smooth operations
:customer service:handle customer inquiries, requests, and complaints related to delivery of services. Provide customers with accurate information about resolution times and updates and engage the right personnel to ensure resolution
:documentation and record:keeping:maintain and update itsm records in a timely manner. Verify and record completed tasks and service reports
:emergency response:provide contingency support to help resolve issues on priority. Coordinate emergency responses to address unexpected situations
:quality assurance:ensure that services meet quality and itil standards. To ensure that contractual metrices like slas and kpis are met, review it contractual service catalogues to ensure that services are delivered in line with scope
:depot management: ensure that stocks are maintained in depot and coordination with vendor.
:escalation management:assists in escalation management of issues raised in the field.
Requirements
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:3:5 years of experience in euc support on windows, office and desktop laptop hardware
:experience in itil process based environment
:hands:on experience with itsm tools like servicenow, remedy etc.
:has supported a team delivering it services in remote operations
:excellent written and spoken english and spanish skills
additional skills
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:itil certification
:ability to create and document processes
:proficiency with excel
:experience using ai tools
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about ntt data
ntt data is a 30 billion business and technology services leader, serving 75 of the fortune global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the worlds leading ai and digital infrastructure providers, with unmatched capabilities in enterprise:scale ai, cloud, security, connectivity, data centers and application services. our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a global top employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start:up partners.ntt data is a part of ntt group, which invests over 3 billion each year in r and d.
Whenever possible, we hire locally to ntt data offices or