Back Office - Service Dispatch & Case Management Specialist
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 ofOne Sutherland Team, Playing to Win.
Sutherland was founded 35 years ago *****).
Since then, we have become a leading integral 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 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 elevate accordingly.
Support continuous improvement initiatives through accurate documentation, reporting, and feedback.
Maintain data integrity, audit readiness, and operational traceability across all assigned activities.
Qualifications
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
Parts Fulfillment Monitoring
Mailbox Management
Documentation & Data Accuracy
Process Compliance & Operational Governance
Cross-Functional Coordination
Audit Readiness & Traceability
Problem Solving & Operational Judgment
Customer & Partner Experience Focus
Time Management & Organization
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 corporateand 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
Excellent Reward and recognition programs.
#J-*****-Ljbffr

📌 Back Office - Service Dispatch & Case Management Specialist (Bogotá)
🏢 Sutherland
📍 Bogotá