**MISSION OF THE AREA** Provide excellent and agile service to our customers and colleagues. **KNOWLEDGE REQUIRED FOR THE POSITION** Note: These are the desired requirements for the position; however, if the candidate/colleague does not possess them, they must develop them: * Completed high school education; technical training is a plus * Proficiency in Office Suite, Google tools, and email * Knowledge of area-specific tools and techniques * Proficiency in the Support and Service Order (SO), Scheduling, Reporting, and Dashboard modules **SKILLS AND ATTITUDES REQUIRED FOR THE POSITION** * **Effective Communication**: Ability to communicate clearly and courteously with customers and colleagues. * **Proficiency in Technological Tools**: Competence in using Office Suite, Google tools, and email. * **Technical Knowledge**: Familiarity with the Support and Service Order (SO), Scheduling, Reporting, and Dashboard modules. * **Time Management**: Ability to manage multiple tasks and prioritize activities efficiently. * **Problem Solving**: Capacity to identify and resolve problems quickly and effectively, especially in rescheduling and technical support situations. * **Attention to Detail**: Accuracy in recording and updating information related to service orders. * **Knowledge of LGPD**: Basic understanding of the General Data Protection Law (LGPD) regulations. * **Proactivity**: Initiative to contact customers, reschedule services, and provide support to technicians. * **Empathy**: Ability to understand and address customer needs, ensuring their satisfaction. * **Responsibility**: Commitment to building optimized routes and meeting service deadlines. * **Flexibility**: Willingness to handle different types of service and situations, adapting as necessary. * **Teamwork**: Collaboration with colleagues and supervisors to achieve departmental goals. * **Ethics**: Maintaining confidentiality and integrity of customer and company information. * **Organization**: Ensuring cleanliness and maintenance of the workplace and equipment. **DETAILED DESCRIPTION OF FUNCTIONS AND RESPONSIBILITIES** * Responsible for scheduling the best service time with customers, considering both company and customer availability. * Contacts customers whenever a technician is en route for any service. * Reschedules services for various reasons, such as adverse weather conditions or delays. * Builds optimized routes to save time, fuel, and working hours, ensuring adherence to service deadlines. * Provides basic support and information to technicians, such as map reference points, identification of customer connection points, among others. * Records and updates all information related to service orders in the SO message field. * Monitors and proactively engages in company groups, especially in support and commercial departments, when necessary. * Tracks the fleet via a tracking system. * Promotes a pleasant and productive work environment through constructive dialogue. * Ensures compliance with acceptable service response time levels. * Ensures cleanliness and maintenance of the workplace and equipment. **PERFORMANCE INDICATORS FOR THE POSITION** * Percentage of service orders created and scheduled * Cost associated with unproductive service orders * Number of service orders scheduled