Workforce Dispatcher

WELCOME TO

SITA

We're the team that keeps airports moving, airlines flying smoothly, and borders open. Our tech and communication innovations are the secret behind the success of the world's air travel industry.

You'll find us at 95% of international hubs. We partner closely with over 2,500 transportation and government clients, each with their own unique needs and challenges. Our goal is to find fresh solutions and cutting-edge tech to make their operations run like clockwork. Want to be a part of something big?

Are you ready to love your job? The adventure begins right here, with you, at SITA.

As per our career framework, the Job Title for this role is: Field Engineer

ABOUT THE ROLE & TEAM

As a Field Engineer, you will play a key role in supporting SITA's competitive edge and business growth by delivering high-quality technical field services support for our customers at airports and on-site locations. You will be responsible for executing all scheduling all field services dispatch and management activities in line with SITA's standards and procedures, ensuring exceptional customer satisfaction through top-tier maintenance and on-site support. Additionally, you will coordinate field engineer assignments, ensuring the right resources are deployed to the right tasks at the right time. 

WHAT YOU'LL DO

• Allocate field resources, such as vehicles, tools, and equipment, ensuring that engineers are properly equipped for their assignments.
• Manage and optimize daily schedules for field engineers to ensure efficient resource utilization and timely job completion.
• Track the location and status of field engineers in real time to ensure job progress and address any delays or issues.
• Use dispatch software to optimize routes, minimizing travel time and fuel costs while improving service efficiency.
• Act as the central communication point between customers, field engineers, and internal teams, providing clear and timely updates, including service schedules.
• Prioritize service requests based on urgency, customer impact, and engineers' availability, ensuring that high-priority jobs are handled promptly.
• Handle unexpected issues, such as delays, customer cancellations, or equipment shortages, by making real-time adjustments to the schedule.
• Ensure that all service activities are accurately documented in the field service management system for tracking and reporting purposes.
• Monitor performance metrics, such as response time, job completion rate, and first-time fix rate, to ensure service quality.
• Strictly adhere to standard protocols and applicable rules and regulations.
• Provide administrative support to engineers by ensuring they have accurate schedules, job details, and required materials.
• Maintain accurate records of job assignments, schedule changes, and service outcomes for reporting and analysis purposes.

ABOUT YOUR SKILLS

• Bachelor's degree in Computer Science, Electronic Engineering, or an equivalent recognized IT qualification.
• Minimum 2 years' experience in onsite IT support, including incident support for items such as PCs, printers, and LAN/WAN equipment.
• Proven ability to deliver IT services to external customers in line with Service Level Agreements (SLAs).
• Proficiency in Field Service Management and Customer Relationship Management (CRM) tools.
• Strong data analysis skills to support technical decisions and reporting.
• Demonstrated strengths in time management, problem-solving, communication, and collaboration.
• Working knowledge of compliance, risk management, conflict resolution, and stakeholder engagement in IT service environments.

NICE-TO-HAVE

• Experience in the Airport or Airline industry.

WHAT WE OFFER

We're all about diversity. We operate in 200 countries and speak 60 different languages and cultures. We're really proud of our inclusive environment. Our offices are comfortable and fun places to work, and we make sure you get to work from home too. Find out what it's like to join our team and take a step closer to your best life ever.

Flex Week:

Work from home up to 2 days/week (depending on your team's needs)

Flex Day:
Make your workday suit your life and plans.

Flex Location:
Take up to 30 days a year to work from any location in the world.

Employee Wellbeing:

We've got you covered with our Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year. We also offer Champion Health - a personalized platform that supports a range of wellbeing needs.

Professional Development

: Level up your skills with our training platforms, including LinkedIn Learning

Competitive Benefits

: Competitive benefits that make sense with both your local market and employment status. 

SITA is an Equal Opportunity Employer. We value a diverse workforce. In support of our Employment Equity Program, we encourage women, aboriginal people, members of visible minorities, and/or persons with disabilities to apply and self-identify in the application process.