The Fixed Network Dispatch Engineer is responsible for coordinating customer in-premise visits, managing field technicians, troubleshooting network issues, and configuring connectivity devices. They ensure optimal crew and parts management, meet service delivery deadlines, and provide technical support for Fiber, 4G/5G, PtMP, and other fixed and wireless solutions. The role also involves guiding technicians, managing customer interactions, and ensuring efficient resource usage.

Key Responsibilities:

• Dispatch Management: Coordinate technician dispatch, optimize scheduling, monitor job progress, and ensure timely service delivery.
• Service Delivery & Execution: Supervise technicians, troubleshoot, configure active equipment, and manage installations for Fiber-optic, 4G/5G, PtMP, and in-house devices. Resolve escalations from first-line support and customers.
• Customer Experience: Serve as the primary contact for customer queries, manage expectations, resolve complaints, and ensure smooth interactions.
• Troubleshooting & Technical Support: Support field and first-line teams with complex technical issues, prioritize critical disruptions, and ensure technicians have necessary resources.
• Inventory & Resource Management: Maintain inventory, track resource usage, and ensure equipment readiness for field operations.
• Documentation & Reporting: Document service requests, track job performance, and provide regular reports. Identify recurring issues and propose process improvements.
• Collaboration with Internal Teams: Work with internal teams (engineering, network planning, etc.) to ensure alignment on customer projects and resolve network issues.
• Service Optimization: Implement strategies to ensure seamless service delivery and minimize delays, using tools like FSM, Device Manager, and Network Analyzer.

Qualifications:

• Education: Bachelor’s degree in Engineering, IT, or related field. Certifications in networking or fiber-optic technologies (e.g., CC/HNA, FOA) are advantageous.
• Experience: 2+ years in field operations or dispatch management, with a good understanding of LANs, wireless networks, and customer-facing roles.
• Skills: Strong organization, communication, troubleshooting, and problem-solving skills. Proficiency in dispatch software, network management, and device management tools.
• Preferred Skills: Familiarity with network management systems, diagnostic tools, and hybrid network environments.