Service Dispatcher and Technical Support

About the role

The Service Dispatcher and Technical Support position provides on-site aftermarket support, equipment installation, maintenance, repair and upgrade services while delivering a high standard of customer service. It acts as the main point of contact for customers, handling service and billing questions and keeping accurate service records. The role works under direct supervision.

Key responsibilities

• Perform on-site installation, maintenance, servicing, troubleshooting and upgrades of customer equipment.
• Give technical guidance and instructions to customers and internal staff on product and equipment operation.
• Answer customer questions about product availability, maintenance needs and order status.
• Resolve basic service and billing issues according to established procedures.
• Collect and keep accurate customer information, including contact details, product specs and order requirements.
• Support sales teams by addressing customer concerns and spotting service and aftermarket opportunities.
• Document interactions, complaints and actions taken, and maintain records of service activities.
• Escalate complex technical or customer issues to higher-level support teams when needed.

Required profile

• High school diploma, associate degree (AA/AS) or equivalent post-secondary technical education.
• At least 2 years of experience in customer service, field service, technical support, equipment maintenance or a related field.
• Basic technical knowledge of equipment installation, maintenance and troubleshooting.
• Strong customer service orientation and effective verbal and written communication.
• Ability to follow procedures and work under direct supervision; basic problem-solving skills.

Required skills

• Proficiency with standard business applications and customer service systems.
• Ability to maintain accurate documentation and service records.
• Collaboration with customers, sales teams and internal stakeholders.