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Onboarding & Dispatch Specialist

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Meritech

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Location:
United States , Golden

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

60000.00 - 65000.00 USD / Year
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Job offer has expired

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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