Canon Solutions America

Representative, Cust Comm RMT

4 weeks ago(12/20/2017 11:20 AM)
Job ID
Service Support - Dispatch


Canon Solutions America is a Canon U.S.A. Company providing integrated systems technology that comprise one of the strongest solutions portfolios in the document management industry. If you are energetic, outgoing and customer service oriented this may be the position for you! Canon Solutions America Dispatchers are responsible for ensuring that all service calls are answered and entered in a quick and timely manner. Dispatchers are also responsible for providing other service or sales support as needed to provide the best possible customer service. Canon Solutions America offers a competitive compensation package including medical, dental, vision, 401(k) Savings Plan, profit sharing, success sharing, educational assistance, recognition programs, vacation, and much more!


  • Dispatch field technicians within your designated territory.
  • Monitors assigned technicians schedules to ensure calls are evenly distributed and achievable.
  • Adjusts schedules to meet priority customer SLAs and multiple calls to same address.
  • Work with field management team on any routing or schedule conflicts.
  • Manually schedule calls that have a territory gap.
  • Handles call escalations for ETA issues and service contract issues that require further follow-up.
  • Provides phone support to field technicians via the dispatch technician hotline.
  • Meets assigned technician goals for abandon rate and service levels.
  • Accurately enters service requests into Oracle whenever necessary.  Obtains and validates proper close out information.
  • Serve as back up for other territories for vacation and other absences.
  • Backs up customer dispatch hotline whenever service levels are impacted.
  • Thurs-Mon 11:30pm-8:00am
  • Remote location


  • High school diploma or equivalent
  • Minimum of 2 years similar customer service experience in an automated environment.  Prior dispatch experience a plus
  • Strong PC literacy, data entry and organizational skills
  • Experience in a customer call center environment a plus
  • Oracle knowledge a plus
  • Ability to fulfill customer expectations while monitoring operations and workflow in a timely manner
  • Ability to multitask in a fast paced environment

Canon Solutions America, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristics protected by law.


EOE Minorities/Females/Individuals with Disabilities/Protected Veterans


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