Dispatcher/Installation Coordinator - Ft. Wayne, IN in Fort Wayne, Indiana at Mercury Fiber

Dispatcher and Installation Coordinator

Location: Ft. Wayne, IN
Position Type: Full-Time
Compensation: Competitive Pay
Benefits: Health, Vision, Basic Dental & Life Insurance, STD, LTD, 401k, Paid Time Off, Paid Training

Position Summary:
We are seeking a motivated and detail-oriented Dispatcher to coordinate and oversee the dispatch of field technicians for installation and maintenance of services, including wireless point to point installations and fiber drop installations. You will act as a liaison between internal teams and external customers, ensuring that technicians are dispatched accurately and efficiently to meet service delivery commitments. You will manage and help coordinate service calls, schedule appointments, monitor field activities, and provide customer support to ensure smooth service delivery and issue resolutions as needed.

Key Responsibilities:

• Dispatch and schedule technicians for installations and maintenance of services.
• Monitor and track technician locations and ensure timely completion of tasks.
• Coordinate with internal teams and vendors to ensure all requirements are met.
• Ensure service readiness, including verifying site details and ensuring technicians have necessary resources.
• Communicate with customers to confirm appointments, reschedule when needed, and provide timely updates.
• Generate and maintain accurate records and reports regarding service calls, outages, and technician activity.
• Provide customer support during and after installation, ensuring satisfaction.
• Address customer concerns and escalate issues when necessary.
• Maintain compliance with safety protocols and company policies.
• Verify integrity of ICOMS accounts against work orders.
• Other duties as assigned.

Skills & Requirements:

• Strong organizational skills with a keen eye for detail.
• Excellent verbal and written communication skills.
• Ability to effectively recall and retain information.
• Ability to manage multiple tasks and adapt to changing priorities.
• Ability to work effectively in a fast-paced and potentially pressure filled environment.
• Flexibility to work on weekends and holidays as needed.
• Previous experience dispatching field technicians, customer service, or in telecommunications is preferred.
• Basic understanding of telecommunications systems is preferred.

Physical Requirements:

• While performing the duties of this job, the employee may be regularly required to stand, sit, talk, hear, reach, stoop, kneel, and use hands and fingers to operate a computer, telephone, and keyboard.
• Specific vision abilities required by this job include close vision requirements due to computer work.
• Light to moderate lifting may be required.
• Regular, predictable attendance is required; including quarter-driven hours as business demands dictate.
• Ability to sit at a computer terminal for an extended period.
• May be required to operate general office equipment including but not limited to copiers, printers.

Organization: Mercury Broadband is a leading provider of high-speed Internet and digital phone service. The Company was founded in Topeka, KS, after recognizing a need for Broadband Internet access in rural America. A hybrid approach to serving these "last-mile" customers was developed by extending high capacity fiberoptic networks with the range, reliability, and flexibility of carrier-class wireless technologies. Today Mercury Broadband’s rapidly expanding network is headquartered in Kansas City and provides Internet access to communities throughout five states across the Midwest.

Mercury Broadband is committed to a diverse and inclusive workplace. Mercury is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please contact the Human Resources Department.