Onboarding & Dispatch Specialist Jobs

Meritech

Location:
United States, Golden

Category:
Customer Service

Contract Type:
Not provided

Salary:

60000.00 - 65000.00 USD / Year

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Job Description:

We are looking for an Onboarding & Dispatch Specialist to be the champion of the customer experience from purchase through successful installation and adoption. In this role, you will guide new and existing customers through onboarding, provide access to key resources, coordinate with Service and Installation teams, manage scheduling and dispatch of technicians, and ensure a smooth, high-quality experience at every step. You will also communicate with customers, troubleshoot issues, and help drive process improvements to support long-term customer satisfaction.

Job Responsibility:

Serving as the main point of contact for new and existing customers immediately after equipment purchase
Guiding customers through the onboarding workflow, including providing digital resources such as installation manuals, owner’s manuals, and parts catalogs from the Meritech Resource Library
Coordinating with Service and Installation Teams to schedule installs or service visits and ensure a smooth onboarding process
Conducting onboarding calls or virtual sessions to ensure customers understand equipment functionality, maintenance requirements, warranty terms, and available support options
Scheduling, routing, and dispatching maintenance technicians for onsite mechanical service, ensuring efficient coverage and timely support
Prioritizing service calls based on urgency, customer status, technician skillsets, location, and workload
Communicating with customers regarding technician arrival times, service updates, or changes to scheduled appointments
Filtering technical support requests to appropriate teams and addressing customer questions or concerns during onboarding or service operations
Escalating complex issues to Sales, Operations, or Technical Support teams when needed
Maintaining accurate customer records, service histories, and scheduling data in CRM or service management systems
Reviewing design specifications to understand product scope, requirements, and functionality
Supporting continuous improvement of onboarding and dispatch processes to enhance efficiency and customer satisfaction
Preparing reports related to onboarding status, scheduling metrics, and field service performance

Requirements:

Experience in customer onboarding, dispatching, scheduling coordination, or customer support (preferably in a service or equipment-based industry)
Strong organizational skills with the ability to manage multiple tasks simultaneously
Excellent verbal and written communication skills
Ability to solve problems and make decisions quickly in fast-moving situations
Proficiency with CRM systems, scheduling/dispatch software, and standard office applications
High attention to detail and strong follow-through
Ability to remain calm and professional when handling customer issues or operational challenges
Experience coordinating field technicians or working in a mechanical/equipment service environment
Knowledge of routing optimization or workforce management tools
Familiarity with basic mechanical concepts or equipment maintenance terminology
Proficient in Microsoft Office Suite or related software as necessary to complete logs or records
Detail-oriented and consistent
Able to regularly perform the following physical requirements, with or without accommodations: Frequently: Manual dexterity and hand-eye coordination to evaluate, test, and modify equipment with or without hand tools as needed
Frequently: Ability to differentiate between colored wires, tabs, and electronic components
Frequently: Prolonged periods of standing and moving about in various customer environments
Occasionally: Must be able to lift up to 50 pounds at a time
Occasionally: Must be able to crouch, bend, and lean to inspect equipment

What we offer:

A comprehensive benefits package including Medical, Dental, Vision, Life, Disability, and 401(k) with company contributions
3 weeks annually of paid-time-off and sick leave accrual, with increases based on tenure
Paid company holidays

Additional Information:

Job Posted:
December 10, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Onboarding & Dispatch Specialist