12455: Service Dispatcher/Coordinator

Our client in Montgomery County, MD is seeking a dependable, high-energy Service Dispatcher/Coordinator to join their Managed Print Services (MPS) operations team. This fast-paced role is responsible for daily technician scheduling, fleet monitoring, and ensuring strict adherence to contractual service-level agreements (SLAs).

Key Responsibilities

• Dispatch & Scheduling: Prioritize, schedule, and dispatch nationwide technical service and maintenance requests across multiple large-scale customer accounts.
• Fleet & Supply Management: Monitor remote fleet-management/DCA tools (e.g., FMAudit) to manage automated low-supply alerts and trigger proactive toner/consumables replenishment.
• SLA Enforcement: Track and uphold response times, time-to-repair, and device uptime commitments, escalating at-risk tickets before they impact the customer.
• Vendor & Logistics Coordination: Coordinate and track internal, OEM, and subcontractor service delivery to closure; assist with facility access/security credentials for government sites.
• Customer Engagement: Provide closed-loop communication regarding order tracking, service lead times, and issue resolution.

Qualifications & Requirements

• Industry Experience: Minimum 2+ years of hands-on experience in Managed Print Services (MPS) operations (service dispatch, automated toner replenishment, and meter management).
• Software Proficiency: Direct experience using field-service management software (e.g., e-automate) and DCA platforms (e.g., FMAudit).
• SLA & Meter Knowledge: Working knowledge of managed print SLAs, meter-based billing, and auto-replenishment workflows.
• Sector Preference: Experience with Federal government contracting or public-sector operations is a strong plus.
• Skills: Outstanding time management, advanced Excel skills, and top-tier communication capabilities.
• Location: Must be based in or near Montgomery County, MD, OR capable of working fully remote.

CFO/Controller/Administration

Montgomery County, MD 20855 USA