What are the responsibilities and job description for the Dispatch Administrator position at Air Equipment Company?
Overview:
The Company
The Opportunity
This role consists of dispatching controls service technicians and processing completed work orders. As the dispatch/admin, this person will communicate with customers both internal and external to schedule work, process work orders from creation to billing, and organize customer and project specific documents. Must be detail and customer service oriented and have excellent organizational skills. Position requires a high level of oral and written correspondence with the Controls Service Team, Project Management Team, and Customers to ensure timely completion of service and projects while maintaining customer satisfaction. Must be able to work well with others in a fast-paced & high-volume environment. Must be proficient in Microsoft office tools and Windows file systems.
Responsibilities:
Measure of Success
Knowledge/Skill Set:
Physical Demands and Work Environment:
Resources Provided
Controls Products: Dispatch/Admin
Reports to: Controls Service Manager
FLSA Status: Exempt
The Company
Air Equipment Company is a leading HVAC Equipment and Solutions provider serving Kentucky and Southern Indiana. Headquartered in Louisville, we operate two offices with a team of over 50 employees. Representing more than 50 manufacturers, we deliver innovative systems and flexible solutions tailored to meet the unique needs of each application. From the conceptual stage to project completion, we collaborate with industry professionals and end-users to provide energy-efficient, value-added solutions to complex challenges. We are proud to have been recognized as one of Kentucky's Best Places to Work and, for two consecutive years, ranked among the Top 50 Fastest Growing Companies in Kentucky. These accolades reflect our commitment to fostering a positive work environment and delivering exceptional value to our customers.
The Opportunity
This role consists of dispatching controls service technicians and processing completed work orders. As the dispatch/admin, this person will communicate with customers both internal and external to schedule work, process work orders from creation to billing, and organize customer and project specific documents. Must be detail and customer service oriented and have excellent organizational skills. Position requires a high level of oral and written correspondence with the Controls Service Team, Project Management Team, and Customers to ensure timely completion of service and projects while maintaining customer satisfaction. Must be able to work well with others in a fast-paced & high-volume environment. Must be proficient in Microsoft office tools and Windows file systems.
Responsibilities
- Works with customers, project management, and service management to schedule and dispatch technicians
- Utilizes dispatch software to create new workorders and salesforce cases
- Responsible for organization of service folders housed in SharePoint
- Responsible for reviewing and saving work orders/reports to SharePoint
- Manages the creation and closeout of work orders and cases
- Assist in managing the on-call calendar
- Responsible for escalating issues or requesting modifications to the dispatch software
- Distribution of T&M invoices to accounting team
- Following up on credit hold and invoice questions from customers and AEC finance department
- Responsible for assisting our customers with training requests
- Assist management team with technician onboarding
- Responsible for tracking contracts and updating sales team when required
- Investigate concerns, implement corrective action and communicate with customers and co-workers as necessary to maximize customer satisfaction
Measure of Success
Customer Satisfaction:- Receive positive feedback from internal stakeholders and customers, measured through quarterly feedback.
- Operational Efficiency:
- Maintain detailed and up-to-date records in Salesforce, tracking all work orders and service requests.
Education, Experience and Qualifications:
- Strong PC skills in Microsoft Office applications including Word, Excel, PowerPoint, and Outlook
Knowledge/Skill Set:
- Effective interpersonal and customer service skills
- Strong written, verbal, and presentational communication skills
- Must have the ability to switch quickly between tasks based on priority and timeline
- Works well within a team dynamic to ensure timely execution of tasks
- High computer proficiency (comfort with Word, excel, and using an internet browser)
- Critical thinking ability, willingness to learn
Physical Demands and Work Environment:
- Frequently required to stand, walk, and sit
- Continually required to utilize hand and finger dexterity and continually required to talk or hear
- Continually utilize visual acuity to read technical information, and/or use a keyboard
- Occasionally required to lift/push/carry items less than 25 pounds
Resources Provided
- On-boarding program with one-on-one support from VP Control Sales and PME Lead
- Professional development opportunities through seminars, conferences, web-based training, and onsite manufacturer visits as well as custom Individual development plans
This job description shall remain fluid and will be reviewed on an as needed basis.
Contact Carrie Conklin (carrie@aecky.com ) to apply.
