Back Office - Service Dispatch & Case Management Specialist at Sutherland in Bogotá, CUN

Job description

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. ualifications Education High School Diploma or equivalent required. Technical, vocational, or college-level studies in Business Administration, Customer Service, Logistics, Operations, Supply Chain, Information