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Job Details

Requisition Number 19-0039
Post Date 7/1/2019
Posting Title Sr. Team Leader
City Jacksonville
State FL
Description Sr Team Lead – Customer Dispatch & Logistics:
Monday through Friday 7:30am to 4pm
The position of Sr Team Lead – Dispatch and Logistics.
The Sr Team Lead will manage a dedicated team and Shared Services group to coordinate and schedule technicians to report to different locations and complete repairs. This role is a working team lead position. You will be responsible for managing client and vendor relationships. You will ensure accurate delivery, pickup, reporting and tracking of all inventory, as well as Client Service level agreements for On Demand Service Support. You will be responsible for management of the purchases of products, invoicing of the shipped orders and responding to informational requirements. You will review, manage, and approve vendor invoices. Must be flexible to address on call issues. Position is in Jacksonville FL – Must work onsite at the office (no remote)
Key Skills
• Service Desk Team leadership experience a MUST
• IT technical knowledge
• Team Player
• Customer Service Excellence
• ITIL certification a plus
• Microsoft Office savvy, including Excel and Powerpoint
• Ability to multi-task


Key Responsibilities
• Process / Procedures / Knowledge Base Management
o Actively engage with Process / Procedures / Knowledgebase content, including creation, updates, notifications, training
• Training
o New hire training of all team members associated with the service
 Processes, tools, Astadia, client
o Continuous training as required
 New / revised processes, Process improvements
o Assist project manager with documenting and developing process on how to utilize Service Now to improve delivery and efficient team usage
• Continuous Improvement Initiatives
• Reporting
o Reporting Metrics as required
• Dispatch
• Ensure acceptance and updates of ticket requests properly and accurately as they are received in the queue.
• Contacts customers to verify call problem and confirm availability for service
• Establishes positive working relationships with Field Engineers in our tech pool to assign to work orders
• Creates and sends out work orders to Field Engineers for upcoming assignments
• Follows ticket SLA’s to ensure deadlines are met
Logistics
• Ensure accurately process logistic requests based on customer demand
• Monitors the shipment in transit and communicates status to customer
• Maintains an accurate inventory providing weekly reporting on utilization
• Manages communications in order to meet client SLA requirements
• Documents processes and procedures concerning the logistics practice
• Manages new part introduction with Distribution Center

Qualifications:
• Associates Degree preferred
• 2 years min experience in a dispatch / logistics role
• Computer literate with Microsoft Office products
• Strong MS Excel skills
• Strong technical knowledge of computers, laptops and peripherals
• Experience working with computerized order processing, invoicing and inventory systems
• High level of oral and written and communication skills
• Detail oriented
• Able to work independently
• Dependable
• Trustworthy
• Flexible schedule (available when needed)

Full Time Salary position
Shift: Monday – Friday 7:30 AM to 4:00 PM

Requirements See job description
  • Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
  • Please view Equal Employment Opportunity Posters provided by OFCCP here.
  • The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
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