Back Office - Service Dispatch & Case Management Specialist
We areOne Sutherland— a integral 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 ofOne 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.
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

📌 Back Office (Bogotá, D.C.)
🏢 Sutherland
📍 Bogotá, D.C.