What are the responsibilities and job description for the Dispatcher (HVAC) position at 2020 Search Partners?
Company Overview
Our client has over 40 years of experience as a commercial HVAC mechanical contractor. They specialize in preventative maintenance programs designed to minimize downtime, reduce equipment repairs, optimize productivity, and lower energy consumption costs.
We are seeking an individual for our service department dispatch center. This position is an integral part of a team responsible for all aspects of customer support and job coordination, assuring that customer commitments are met in a timely manner.
The Dispatcher is responsible for fielding incoming customer calls, computer scheduling and dispatching technicians, customer follow-up, and related office functions. The dispatcher will be trained on the company's software programs and workflow processes.
Role
Utilize the dispatch software to effectively maintain work schedules for service representatives and assure that customer commitments are met in the most efficient logistical manner. Provide technical support and leadership to ensure the field workforce meets or exceeds customer commitments in a timely manner.
Responsibilities
- Provide exceptional customer service
- Accept customer service calls and assign technicians to respond to service requests
- Technically troubleshoots HVAC/R equipment and identifies required repairs
- Track and monitor field technicians to determine availability to respond to service requests
- Manages all monthly maintenance paperwork ensuring services are completed within the proper hours and costs allotted.
- Enter service calls into the computer system and track progress
- Communicates any information to all appropriate parties
- Manages warranty process
- Process service tickets for client billing
- Audits required documents prior to the start of work and ensures accurate billing and system entry
- Work with accounting personnel in a positive manner
- Input all customer information for projects and maintenance agreements including equipment and tasking
- Creates tasking and scheduling for maintenance agreements
- Ensures technicians have working communication devices
- Prices jobs for customers (spot work)
- Issues purchase orders for tools and inventory as necessary
- Order all necessary materials for scheduled maintenance
- Oversees parts replacement inventory/warehouse/truck stock
- Assists Project Manager in all service capacity
- Audits and adjusts payroll for accuracy
- Complete special projects as assigned
Qualifications
- High school/trade school degree (Associates degree preferred)
- 5 years of experience dispatching and/or a service capacity in the HVAC industry
- Mechanical aptitude to ask questions and anticipate the next step in the process
- Ability to utilize GPS software for fleet management
- Strong computer skills, Outlook, Word, and Excel
- Available as necessary for after-hours dispatching
Compensation & Location
This position will be based out of Reading, PA. This is a full-time position that is available for immediate hire. A meaningful compensation package will be developed for the successful candidate that will include competitive pay and comprehensive benefits.
