Responsible for day-to-day dispatch work activities inclusive of the acquisition and deployment of field service resources (internal and staff augmentation) required to deliver client service requests via incident management processes through the service desk. Coordinate with resource management to attain maximum utilization of deployable field service operations resources. Acquire, assess and deploy internal resources with the right skills at the right location, time and cost to achieve the optimal mix and use of skills to realize the financial goals (budget, profit & cost) of the NACS organization while meeting client objectives. Identify gaps in availability and skills that are needed to fulfill client commitments. Ensure dispatch services are delivered to clients in a consistent, high quality and professional manner consistent with company initiatives, client expectations as well as internal and external SLAs
Knowledge, Skills, Abilities:
Accountability - Demonstrates an understanding of the link between one’s own job responsibilities and overall organizational goals and needs, and performs one’s job with the broader goals in mind. Looks beyond the requirements of one’s own job to offer suggestions for improvements of overall organization operations. Takes personal ownership in organization’s success.
Customer Focus - Demonstrates concern for meeting internal and external customers’ needs in a manner that provides satisfaction for the customer. Considers the impact on the external customer when taking action, setting policies or carrying out one’s own job tasks. Looks for external trends that are likely to shape the wants and needs of customers in the near future. Looks for creative approaches to providing or improving services that may increase efficiency and decrease cost.
Decision Making - Makes good decisions using a combination of analysis, knowledge, experience, and judgment. Analyzes and distinguishes core problems by looking at the symptoms. Resolves key issues behind major problems in the short term while developing and executing long term solutions. Has a strong record for making decisions that are correct and accurate. Applies strategies to implement effective decision making during crises.
Interpersonal Relationships - Demonstrates appropriate and professional behavior at all times. Uses a high degree of tact and diplomacy in working with others. Models and exercises sound judgment regarding personal conduct. Is aware of one’s own style or preference and its impact on others. Earns the respect of others.
Problem Solving and Critical Thinking - Builds a logical approach to address problems or opportunities or manage the situation at hand by drawing on own knowledge and experience base and calling on other references and resources as necessary. Undertakes a complex task by breaking it down into manageable parts in a systematic, detailed way. Identifies the information needed to solve a problem effectively. Gets input from internal/external contacts who are closest to the problem.
Education / Experience Requirements: