Service Dispatch - Lake Park, FL
2 days ago
Job description
Meta Power Solutions is seeking a Service Dispatch and Client Relations Manager to handle customer-facing issue resolution. This role blends case management, technical understanding of Power Generation/electrical equipment, and outstanding customer service to resolve issues efficiently while preserving client trust.
This position is on-site, M-F 8:30 am to 5:00 pm at our Lake Park, Florida office.
Work Location: In person
Responsibilities:
- Manage service calls and dispatch(including travel schedules and coordination) for 3 service technicians.
- Receive, triage, and manage customer-facing issues related to transformers, switchboards, and associated equipment; document case details, severity, remediation and document in Salesforce.
- Meticulous documentation of every aspect of cases in Salesforce.
- Act as the primary liaison between customers, field technicians, engineering, and operations to investigate, diagnose, and resolve issues.
- Lead root cause analysis for escalated cases; coordinate corrective actions, preventive measures, and follow-up to ensure issue closure.
- Provide timely case updates to customers and internal stakeholders; communicate clearly about timelines, actions taken, and expected resolutions, and document in Salesforce accordingly.
- Coordinate warranty, service, and repair activities; manage service level agreements (SLAs) and customer expectations.
- Proactively identify patterns or recurring problems; initiate continuous improvement initiatives (training, process changes, documentation updates).
- Maintain a customer-centric mindset, demonstrating empathy, responsiveness, and professionalism in all interactions.
- Prepare post-resolution reports and summary communications for customers and internal leadership.
Qualifications:
- Bachelor's Degree or equivalent experience of 5-10 years in Electrical Industry customer service or Project Management experience.3-5 years of experience dealing with electrical equipment installations or service, with a focus on transformers and switchboards, including hands-on or field service background (preferred).
- Local to Lake Park, Florida, or within a reasonable commutable distance.Salesforce experience required (minimum 5 years) for case management, ticketing, and customer data management; ability to create, track, and close cases efficiently.
- Exceptional organizational skills with meticulous attention to detail and the ability to manage multiple cases simultaneously.
- Outstanding responsiveness and communication skills; ability to translate technical information for non-technical customers.
- Strong problem-solving and analytical abilities; proactive in driving timely resolutions.
- Customer service mindset with a calm, professional demeanor under pressure.
Preferred qualifications
- Background in electrical engineering, electrical trade, or technical field service.
- Certification in customer service management or problem-solving methodologies (e.g., ITIL, Six Sigma) is a plus.
- Experience with field service scheduling, dispatch, and technician coordination.
About Company
Meta Power Solutions is a leading manufacturer of oil-filled power and distribution transformers, low voltage switchboards, medium voltage switchgear, and containerized substations in North America. We design and build all of our own products in-house. The industries we serve include utilities, data centers, oil and gas, commercial construction, solar, and bitcoin mining.
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
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