Work Order Analyst/Operator

Description

Job Summary: Coordinate the assignment and closure of work orders, managing field technicians and ensuring customer satisfaction through reporting and conflict resolution. Key Highlights: 1. Coordination of field technicians and work order management. 2. Customer service and resolution of operational conflicts. 3. Logistics development, quotation preparation, and supplier interaction. Operator. Dispatch and Work Order Analyst Salary: $10,000 MXN per month Reports to: Operator Coordinator Location: Mexico City Schedule: Monday to Friday, 9:00–18:00 hrs; Saturdays, half-day Job Objective Ensure accurate assignment and closure of work orders on the client’s platform by coordinating field technicians according to zone and schedule, quoting additional services, and guaranteeing customer satisfaction through timely reporting. Main Responsibilities: • Daily monitoring of the client’s platform for incoming work orders (WOs). • Assignment of WOs to field technicians based on geographic zone, availability, and schedule. During non-working hours, assign to the corresponding on-call technician. • Quotation of additional services or spare parts requested by the client using the authorized supplier catalog. • Timely tracking of each WO until closure, validating completion with both technician and client. • Preparation of service reports and uploading them to the client’s platform for administrative WO closure. • Joint preparation with each zone supervisor of the next day’s work roster, optimizing routes and distances. • Customer support via phone, email, and platform for inquiries, clarifications, and escalations. • Resolution of operational conflicts among clients, technicians, and internal departments. • Management of minor purchases related to assigned services. Essential Requirements • Education: Completed high school. Technical or incomplete degree in Administration, Logistics, or related field preferred. • Experience: 1–2 years in service dispatch, work order control, logistics, customer service, or technical call center. • Excel: Basic proficiency—database handling, filters, VLOOKUP, reporting, and roster creation. Knowledge: Basic route logistics, quotations, supplier interaction, customer service. Skills: Organization, stress tolerance, effective communication, conflict resolution, teamwork. Availability: Willingness to rotate telephone on-call duties as required. Competencies We Assess • Sense of urgency: Work orders cannot wait. • Planning: Building the next day’s roster without gaps or overloading technicians. • Negotiation: Quoting extras to the client and securing parts from suppliers at optimal cost/time. • Customer focus: The technician is your internal customer; the company hiring us is the external one. Both must be served. • Attention to detail: A poorly closed WO = no payment. A wrongly uploaded report = rework. We Offer Base salary of $10,000 MXN per month, bi-weekly timely payments. Statutory benefits from Day 1. Training on the client’s platform and internal processes. Job stability. -Requirements- Minimum education: Upper secondary education – General High School Diploma 1 year of experience Languages: Spanish Age: Between 22 and 45 years Knowledge: Analytical ability, Communication, Quotations, Results orientation, Microsoft Excel, Monitoring, Organization, Logistics planning, Platforms, Reporting