Dispatcher

The Command Center Dispatcher plays a crucial role in ensuring the timely, efficient and effective management of service calls and Fiix portal service requests, supporting technicians, and production by maintaining high levels of customer satisfaction. This will include an understanding of crucial Processes, Standards and Systems within the maintenance department. This position will require learning about plant equipment/sub-equipment assets in a basic capacity to ensure proper skill trade designation and work order assignment. The individual selected also must have strong communication skills to work with Skilled Trades and Management daily. Candidate must be detail oriented.

Position Responsibilities:

May include but not limited too. 

• Strong communication skills with basic understanding of service requests.

• Learn about the equipment/sub-equipment in service areas at a basic level to understand service request.

• Answer incoming calls and Fiix Service Portal requests from customers needing maintenance or repair services.

• Collect detailed information about the issue, including the type of equipment, symptoms, and urgency.

• Assign service calls to technician user group based on their availability, skills, and proximity to the job site.

• Prioritize service calls based on urgency, customer needs, and technician workload.

• Coordinate schedules to optimize efficiency and minimize travel time.

• Provide technicians with detailed information about each service call.

• Use radio, phone, or digital communication tools to relay updates and receive feedback from technicians.

• Adjust assignments in real-time to accommodate emergencies or changing priorities.

• Coordinate with inventory specialists for emergency spare parts needs.

• Monitor the progress of service calls and update as needed. Monitor digital displays.

• Keep customers informed about delays, changes in schedule, or additional service requirements.

• Maintaining detailed logs of all service calls, including times, locations, technician assignments, and outcomes.

• Collect, analyze, and prepare data for progress reports to Management.

• Train new personnel on dispatch systems and protocols specific to the maintenance department.

• Support development of, and the adherence to set standards and processes.

• Maintain CMMS system Work Order Records, User Profile Records, Part Records, Asset Records, 

• Constant continuous improvement for all area activity’s, including the understanding and implementation of 6S within areas of assignment and adherence to all plant policies and safety protocols.

• Perform additional duties that may be assigned.

Nature & Scope:

• Works within well-defined instructions 

• Uses established procedures and works under supervision to perform assigned tasks  

• Takes direction and Quick learner 

Knowledge & Skills:

• Knowledge of computer systems within warehouse including MS Outlook and database applications 

• Ability to safely and efficiently operate a forklift including additional tools for the loading, transferring of products 

• Working knowledge of warehouse operations including safety protocols 

• Effective verbal and written communication skills and ability to read and interpret work instructions, customer orders, including product names and numbers 

• High level of attention to detail and accuracy  

• Ability to work as a team and motivate others 

• Effective organizational skills and time management skills including ability to prioritize and multi-task. 

• Ability to establish positive working relationships with internal and external customers and employees. 

• Ability to handle high volume customer traffic through phone, walk-ins and e-mail. 

• Ability to use good judgement and strong work ethics and integrity on the job. 

• Ability to understand and follow procedures, work instructions and company policies 

• Knowledge of HVAC equipment / products is preferred 

Experience:

• Dispatch experience is a plus and Manufacturing environment experience preferred. 

Education/Certification:

• High school diploma or GED equivalent.

People Management:

• No

Physical Requirements / Work Environment:

• Must be able to perform essential responsibilities with or without reasonable accommodations.

Reports to:

• Maintenance Manager

The Company provides equal employment opportunity to all employees and applicants regardless of a person’s race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities.