A Dispatch Engineer responds to clients’ requests for the repair, upkeep and setting up of computer equipment within an organization’s contracted service level agreements (SLAs) so that timelines are met, clients are satisfied, and all work performed has been completed as per manufacturers' guidelines and determined quality standards
The individual will analyze faults and is good at break-fix, especially on hardware and some few software packages.
Engineers should be ready to put in flexible hours and must have excellent written and communication skills. They should be adept at customer service. Engineers need to have strong analytical and problem-solving skills.
Engineers should demonstrate expertise in all services, and equipment and must be able to work on multiple systems simultaneously. They resolve and support their juniors in the field.
Engineers handle incoming calls from field engineers, adjust work to indicate customer changes, rectify errors, document customer account records, and close work orders. Transactions they handle will vary from rudimentary troubleshooting queries to fixing issues concerning the installation and service of their organization’s products.
Freelance dispatch engineers carry out actions required to sort out clients’ issues before they escalate them to the relevant departments. They make calls to clients to confirm or modify appointment status.
Engineers communicate effectively with field technicians and contractors to identify issues, analyze root causes, and arrive at solutions. They will need to make sure that all work-related equipment is properly maintained and all work-related tasks are executed in compliance with their organization’s safety regulations and corporate policies.
Engineers confirm the accuracy of orders for purging allocation errors, repeat calls, etc. so that clients are provided with an optimum experience. They double up as technical resources to other team members and clients.
Engineers prepare technical documentation and other case material. They interface with clients as requirements, diagnose their needs, and give insights into products and their value.
Educational Qualifications and Other Requirements
Dispatch engineers should have a bachelor’s degree in IT, Computer Science, or in a related discipline. They should possess adequate knowledge of database applications and software programming. Engineers should be conversant with MS-Office and networking.
Job opportunities for computer network architects are expected to increase six percent during the period 2016-2026. Their demand will grow because enterprises will continue expanding their information technology networks, according to the US Bureau of Labor Statistics (BLS).
The average salary of a dispatch engineer is $107,673 per year in the United States, with top 10 percent earning more than $114,870 according to Paysa.
What Field Engineer does
To be hired as a freelance dispatch engineer in the Telecom Freelance Marketplace, visit Fieldengineer.com, a freelance telecom field service marketplace, which connects employers seeking qualified candidates. Registered on it are about 40,000 engineers from various telecom fields from 180 countries, allowing companies to hire engineers on a contingent or a project basis.