Dispatch Coordinator

The Dispatch Coordinator will maintain the daily schedules of Service Technicians and handle incoming service calls. You will dispatch Techs, always keep the customer database up to date and keep customers and internal partners up to date as service is delivered (such as regarding lead times and dispatch schedules). You will use clear and concise communications to deliver top-quality customer service to our clients in a cost-efficient manner.

Duties and Responsibilities

• Handle the dispatch process from initial service call to completion:

• Take incoming customer calls and schedule/coordinate all service calls as they are received

• Dispatch Service Technicians for each call

• Monitor technician’s progress while on call and adjust dispatches as necessary

• Respond to all messages left overnight

• Document all activity and keep internal partners updated including the Service, Account, and Purchasing Teams, as well as department managers.

• Create dispatch tickets for all service calls

• Debrief Service Technicians after completion of each call

• Maintain the dispatch board(s)/schedule

• Forecast workload for 2 – 3 days out

• Maintain “On-Call” schedules for Service Technicians

• Plan, schedule and manage customer’s preventative maintenance and work orders by priority.

• Regularly reviews work order backlog.

• Monitor and maintain work order network.

• Dispatch and coordinate company driver deliveries and equipment to site or technicians.

• Perform other related duties as required and assigned.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Skills, Education, and Competencies

• Excellent oral and written communication skills

• Ability to multitask under pressure

• Experience managing and prioritizing multiple projects

• Strong organizational skills

• Geographical knowledge of service area or map reading skills

• Experience with FM Facility Maintenance

• Knowledge of industry is recommended but not required

• Self-sufficient and able to work with little direct supervision

• High School Diploma/ GED

• 3-5 years of dispatch experience

• Computer knowledge must include MS Office- Word, Excel and Outlook

• Be an honest team player, growth-oriented, ability to do whatever it takes; safely!

Physical Requirements and Working Conditions

The physical demands and work environment characteristics are representative of those an employee encounters while performing the job's essential functions. Work is performed in a normal office environment.

• The employee is frequently required to sit, stand, walk, hear, see and talk.

• Specific vision abilities required by this job include close vision requirements due to computer work.

• Light to moderate lifting may be required.

• All employees may be required to visit a customer site and/or complete a ride along with a field technician as part of their employment.