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Technical Support Dispatcher

Department:  NA Sales
Location: 

Usa

Job ID: 

About The Group


From a small store in Turin to a large, internationally recognized group: we are present in 90 countries around the world, with over 4,000 employees and 30 companies, managed directly and indirectly by the Luigi Lavazza Spa parent company, which distribute and market our products and coffee machines. In addition to Lavazza, the following brands are also part of our Group: Carte Noire, Merrild, Kicking Horse, Eraclea and Whittington tea.

 

Joining Lavazza means doing business with passion, knowing that the impact of our work goes beyond the quality of the production chain. We are a big family and we are constantly looking for new talents who share our values and can enrich our team.

 

 

Job Purpose/Overview


At Lavazza, the Technical Support Dispatcher will be responsible for managing and prioritizing customer calls and emails for dispatching information to technicians and service partners. It is crucial to provide excellent customer service and technical expertise to customers to expedite Coffee and Espresso equipment issue resolutions.  

 

Location: West Chester, PA

 

 

Key Responsibilities


•    Communicate with customers to understand, troubleshoot, and/or dispatch a service provider to resolve equipment issues. 
•    Communicate with technicians to schedule service calls, preventative maintenance, and/or installations.
•    Create, dispatch, and update customer work orders using Lavazza Dispatching Software and CRM.
•    Provide phone and/or video troubleshooting with customers to avoid onsite technical intervention.
•    Provide reporting and KPI’s from dispatching software for alignment of customer service level agreements (SLA).
•    Liaise with sales and account management to ensure a quick, proactive and hassle- free solutions.
•    Continuous technical training and education with new product offerings. 
•    Drives initiatives within CRM strategy & revenue generation model.
•    Monitors machine reliability, tracks issues, and work to reduce equipment downtime.
•    Perform additional clerical/administrative duties as required.

 

 

Job Specifications/Qualifications


•    High-School diploma preferred 

•    Minimum of 5 years’ experience required in customer service
•    Minimum of 5 years’ experience required in technical troubleshooting and/or electronics
•    Technical abilities and troubleshooting skills (electronics experience preferable) 

•    SAP knowledge preferred
•    Excellent computer skills (CRM/CMMS experience preferable) 
•    Microsoft O365 experience required
•    Ability to multitask and operate in a fast-paced environment 

 

 

 

Lavazza is an equal opportunity employer. At Lavazza we are proud to celebrate diversity and are committed to creating an inclusive environment for all of our employees.


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