Dispatch Engineer Home Broadband

Education:

• Bachelor’s degree in Telecommunication / Electrical Engineering or any other relevant degree. 
  

• Degree in Business Administration (or related field) with certifications in FTTH, fiber optics, or workforce dispatch systems.
  

Experience:

• A minimum of two years in FTTx deployment, dispatch operations or field coordination. 
  

• Coordinate work order assignments and field operations for FTTH installations. 
  

• Track workorder assignments for contractor workforce, manage schedules, and ensure adherence to all installation SLAs. 
  

• Prioritize work orders and tasks based on SLAs and urgency. 
  

• Assign field teams based on availability, location, and skill set. 
  

• Coordinate updates with customers (arrival times, delays). 
  

• Liaise with customer support, technical teams, vendors, and contractors to ensure optimal installations and customer support. 
  

• Maintain accurate records of dispatch activities and technician assignments including interaction with systems and tools. 
  

• Incorporate digital enhancements by use of dispatch systems, ticketing tools and platforms to support vendor management. 
  

• Generate quality audits and compliance reports for workforce management and contractor workorders.
  

• Contractor performance tracking and generation of performance scorecards, technician productivity and service quality. 
  

• Coordinate contractor meetings and daily standups to capture installation progress. 
  

• Understanding of GPON Network and Broadband technologies to support operations teams in troubleshooting and diagnosing customer complaints. 
  

• Confirm appointments where needed and provide pre-installation guidance to customers.