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Lorenz Engineering, a division of The Salem Group · 2 hours ago

Field Support Analyst

Atlanta, GA

Full-time

Hybrid

Senior Level

5+ years exp

Lorenz Engineering, a division of The Salem Group, is seeking a Field Support Analyst to provide essential operational support to field personnel. The role involves coordinating and dispatching service requests, ensuring effective communication with customers, and collaborating with field teams to maintain high service standards.

Staffing & Recruiting

Hiring Manager

Katie Cavanaugh

Responsibilities

Service Request Coordination: Efficiently schedule and manage service requests for deenergizing electric services, ensuring minimal disruption to customers while facilitating necessary repairs, upgrades, or installations

Customer Communication: Act as the primary point of contact for customers, providing clear communication regarding scheduling, service status, and any necessary preparations or follow-up actions

Collaboration with Field Teams: Work closely with field technicians and other team members to ensure timely and accurate execution of service requests, maintaining high standards of safety and service quality

Documentation and Reporting: Maintain accurate records of all service requests, including scheduling details, customer communications, and completion status. Generate reports as needed to track service metrics and identify areas for improvement

Problem Solving: Address any scheduling conflicts or customer concerns promptly and effectively, utilizing resources and support from other team members or departments as needed

Process Improvement: Contribute to the continuous improvement of scheduling processes and customer service practices, leveraging feedback and data to enhance efficiency and customer satisfaction

Dispatch Coordination: Accurately assign and dispatch field personnel to service locations based on priority, skill set, and availability

Operational Support: Provide real-time assistance to field teams, ensuring they have the information, tools, and resources needed to complete their work effectively