After-Hours Field Operations Support Specialist en DOC Maintenance LLC

Description

Join us today at DOC Services Inc.! For over 35+ years, DOC has provided our trusted partners with innovative, custom, total facility solutions for their commercial equipment needs. We strive daily to provide positive experiences and inspiring results by demonstrating unparalleled commitment to our customers, community, and one another.

Position Summary: In Service Support and Scheduling, you will collaborate with technicians and customers to create and maintain service calls, based upon geography, priority, and problem type to ensure maximum efficiency for service delivery. In this role, the associate will communicate with customers and coworkers using computer and telephone systems.

Essential Functions:

• Providing DSM Support to both East/west Coast regions
• Work Order Management: Schedule, monitor, and manage after-hours work orders to meet SLAs.
• WDA Processing: Review, update, and close work orders in waitdisapprvl (WDAs) as required.
• ·Travel Coordination: Process travel requests, assist with itinerary adjustments, check technicians into flights, and resolve travel-related issues promptly.
• Battery Processing: Process batteries order for technicians.
• Parts & Shipments: Monitor parts order work orders, update work order shipment statuses, and communicate with DSMs as needed on the delivery progress.
• Emergency Response Support: Assist the call center by locating and dispatching technicians for urgent after-hours situations.
• Documentation & Reporting: Maintain accurate records of activities, updates, and escalations for seamless handoff to daytime operations.

Qualifications:

• The ability to prioritize in a fast-paced environment
• Verbal and written communication skills
• Able to multitask and be detailed in written communication
• Strong computer skills with Microsoft Office and other company-related software
• High school diploma or GED required
• Customer service-type work experience is a plus

Benefits:

• Comprehensive benefits package including health, dental, and vision insurance, short-term & long-term disability, life insurance
• Strong 401(K) match
• Ongoing training and career development opportunities
• Paid time off

Celebrating our past, building our future—join us! DOC is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment based on race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, disability, or any other federal, state, or local protected class.