Req id: 353169
location: guadalajara, jalisco, mexico
position title
coordinador de servicio y logistica (it)
overview
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
* 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 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. Review it contractual service catalogues to ensure that services are delivered in line with scope and that contractual metrics like slas and kpis are met.
* depot management: ensure that stocks are maintained in the depot and coordinate with vendors.
* escalation management: assist in escalation management of issues raised in the field.
requirements
* 3‐5 years of experience in euc support on windows, office & desktop/laptop hardware.
* experience in an 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
* itil certification.
* ability to create and document processes.
* proficiency with excel.
* experience using ai tools.
seniority
mid‐senior level
employment type
contract
job function
other
industry
it services and it consulting
eeo statement
ntt data is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. Contact information for accommodation requests only and cannot be used to inquire about the status of applications. For more information on eeo rights under the law and pay transparency, please refer to the provided links.
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