Descripción de la empresa:
We are One Sutherland — a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win.
Sutherland was founded 35 years ago (1986). Since then, we have become a leading global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle.
Descripción del empleo:
Job Description
The Service Dispatch & Case Management Specialist is a back-office operational role responsible for receiving, validating, processing, tracking, and closing service-related requests, customer cases, Work Orders, parts orders, and operational escalations. The position serves as a central coordination point between Lenovo, Authorized Service Providers (ASPs), internal stakeholders, service partners, retail partners, and customers when required.
This role combines Service Dispatch and Case Management responsibilities to ensure service requests are processed accurately, operational activities progress according to established procedures, and open cases are actively monitored through resolution and closure.
Service Dispatch responsibilities focus on request intake, warranty validation, Work Order creation, parts order processing, shipping guide generation, retail partner support, and service coordination activities.
Case Management responsibilities focus on end-to-end case follow-up, escalation management, parts fulfillment monitoring, backlog control, mailbox management, stakeholder communication, issue resolution coordination, and ensuring compliance with Service Level Agreements (SLAs).
The role does not perform technical troubleshooting but ensures all operational actions required to support service execution and case progression are properly coordinated, documented, and completed.
Key Responsibilities
Service Dispatch Activities
- Receive, review, validate, and process service requests from operations teams, internal stakeholders, authorized service providers, and retail partners.
- Monitor assigned mailboxes and manage request intake, assignment, response, and completion.
- Validate warranty eligibility, service entitlement, request completeness, and required documentation before processing.
- Create and manage service cases, Work Orders, parts orders, and shipping guides in approved systems.
- Process dispatch requests and coordinate operational activities required for service execution.
- Provide status updates, shipment confirmations, Work Order information, and request acknowledgements to authorized stakeholders.
- Maintain accurate records of dispatch activities, system updates, and service transactions.
Case Management Activities
- Track and monitor open customer cases, CRU Work Orders, backlog items, and service escalations through resolution and closure.
- Monitor parts fulfillment activities, back orders, service delays, and operational discrepancies, escalating issues as required.
- Act as the point of contact for operational escalations received from agents, service partners, ASPs, internal stakeholders, and customers.
- Coordinate with Service Delivery teams, Parts Distribution teams, Repair Centers, Authorized Service Providers, and other stakeholders to resolve operational blockers.
- Prioritize activities based on SLA risk, customer impact, escalation severity, and business urgency.
- Follow up on pending actions and aging cases until completion or formal handoff.
- Prepare and maintain accurate case documentation, escalation summaries, customer communications, and operational updates.
- Ensure all requests, cases, and Work Orders are properly documented, updated, and closed in accordance with operational procedures and audit requirements.
Shared Responsibilities
- Ensure compliance with Lenovo procedures, documentation requirements, escalation guidelines, service standards, and operational governance controls.
- Identify process gaps, recurring issues, data inconsistencies, and operational risks and escalate accordingly.
- Support continuous improvement initiatives through accurate documentation, reporting, and feedback.
- Maintain data integrity, audit readiness, and operational traceability across all assigned activities.
Requisitos:
ualifications
Education
- High School Diploma or equivalent required.
- Technical, vocational, or college-level studies in Business Administration, Customer Service, Logistics, Operations, Supply Chain, Information Technology, or related fields preferred.
Experience
- Minimum 1-2 years of experience in case management, service operations, dispatch coordination, customer service operations, service desk support, logistics support, back-office operations, or related operational roles.
- Experience managing service requests, cases, Work Orders, dispatch activities, escalation workflows, or administrative processes.
- Experience working within SLA-driven service environments preferred.
- Experience supporting retail partners, authorized service providers, field service organizations, or customer service operations preferred.
Knowledge & Skills
- Strong understanding of service operations, case management, dispatch coordination, escalation management, and workload prioritization.
- Experience using CRM, case management, ticketing, dispatch, logistics, service operations, or order management systems.
- Familiarity with warranty validation, CRU processes, parts fulfillment, dispatch coordination, repair workflows, and service eligibility requirements.
- Strong written and verbal communication skills with the ability to coordinate effectively across multiple stakeholder groups.
- Strong organizational skills and ability to manage concurrent requests, cases, and escalations while maintaining quality and accuracy.
- High attention to detail in documentation, data entry, mailbox management, case updates, and customer communications.
- Proficiency in Microsoft Outlook and Excel.
- Ability to follow documented procedures, escalation paths, compliance requirements, and governance controls.
- Intermediate Excel skills including filters, sorting, formulas, pivot tables, and tracking logs preferred.
- Basic knowledge of Lenovo products, warranty processes, service operations, repair workflows, or after-sales support environments preferred.
Language Requirements
- Spanish: Native or Near-Native (Required)
- English: Basic (A2) or Higher (Required)
Core Competencies
- Service Request & Case Management
- Work Order Administration
- Dispatch Coordination
- Escalation Management
- Parts Fulfillment Monitoring
- Mailbox Management
- Documentation & Data Accuracy
- SLA Management & Prioritization
- Customer & Stakeholder Communication
- Process Compliance & Operational Governance
- Cross-Functional Coordination
- Audit Readiness & Traceability
- Problem Solving & Operational Judgment
- Customer & Partner Experience Focus
- Time Management & Organization
Información adicional:
Our employees enjoy:
- Competitive compensation packages inclusive of base pay, incentives, over-time and shift differentials for certain shifts.
- Annual merit increase based on performance.
- Paid Training whether onsite or in work at home.
- Discounts for several corporate and retail partners for services and products once Sutherland ID is presented.
- Excellent training and supervisory support - to help you feel comfortable servicing our customers.
- Competitive Salary with attractive and attainable PBI structure.
- Paid vacation and sick leave annually.
- Exceptional Health and Life Insurance Plan
- Lunch benefits and subsidy.
- Onsite lunch concessionaire at reduced rates.
- Transportation/ Shuttle Services - Free transportation home for shifts that end after 9:00 pm and pick-ups for shifts that begin before 6am
- Free On-site medical suite with nurse and medical doctor.
- Daily Refuel Plan - Robust and dynamic schedule of activities to keep employees energized both at home and in the office.
- Paid referral program
- Career development & growth opportunities for advancement.
- Excellent Reward and recognition programs.
