Facilities Dispatcher

Job Title: Facilities Dispatcher

FLSA Status: Non-Exempt

Department: Facilities

Reports To: Senior Facilities Service Manager

Position summary: The Facilities Dispatcher is responsible for receiving maintenance requests from various departments within a facility and ensuring timely and efficient dispatching of work orders using Service Channel. This role involves assigning tasks to the appropriate maintenance technicians based on urgency and skill set, tracking work order progress, and maintaining clear communication with both technicians and requesting parties. Acting as the central point of contact for all facility maintenance needs, the dispatcher plays a key role in optimizing technician schedules, minimizing downtime, and ensuring seamless facility operations.

General Purpose: To provide our customers with total satisfaction. To serve our community through volunteerism and produce a return on assets which will assure the future prosperity of our employees and our company. To be an ambassador of our “Living Brand” by building relationships with our customers.

Position Responsibilities:

• Receive and prioritize maintenance service requests from various departments within the facility.
• Utilize Service Channel to log, track, and manage all work orders.
• Assign tasks to technicians based on urgency, location, and skill set.
• Maintain continuous communication with technicians, vendors, and facility managers.
• Track the progress of work orders, ensuring timely completion of repairs.
• Identify and escalate unresolved work orders to maintain department efficiency.
• Provide updates to requesting departments regarding the status of maintenance tasks.
• Coordinate emergency maintenance responses and escalate critical issues as needed.
• Schedule and oversee preventive maintenance tasks within Service Channel to reduce unexpected equipment failures.
• Assist in ordering parts and coordinating with vendors for outsourced repairs.
• Generate reports through Service Channel on maintenance performance, response times, and recurring issues.
• Ensure compliance with safety regulations and company maintenance protocols
• Safeguard company assets.
• Meets and exceeds expectations of the Family Express culture including building relationships, promoting the Living Brand, and serves as a product brand advocate as outlined in the Culture Audit expectations.
• All other duties assigned.

Reporting To This Position: No direct reports

Role Qualifications:

• High School Diploma or Equivalent
• Experience using Service Channel or similar work order management software is preferred
• Knowledge of facility maintenance processes and basic repair terminology is a plus
• Previous experience in dispatching, facilities maintenance, or a related field
• Must be able to be on call 24 hours a day, 7 days a week
• Must have dependable transportation
• Must be able to travel daily between all Family Express locations or other non-Family Express locations when necessary
• Excellent Driving Record

Essential Skills and Experience:

• Situational awareness
• Strong customer orientation
• Commitment to company vision, mission, and values
• Strong analytical and reasoning skills to facilitate problem resolution
• Strong organizational and multitasking abilities in a fast-paced environment
• Excellent communication skills, both verbal and written
• Good team player
• Adaptability, flexibility, and receptive to change
• Good decision making based on sound judgment and reasoning
• Ability to read, write and understand English
• Ability to work independently or as a team-based unit
• Ability to walk, stand, crouch for long periods of time and carry out strenuous tasks.
• Intermediate mathematical skills

Physical demands and work environment:

• Physical Demands: While performing the duties of this job, the employee is required to stand for prolonged periods; work longer than eight (8) hour shifts, reach, climb, balance, stoop, kneel, crouch; talk and hear; taste and smell. The employee must occasionally lift and/or move up to 50 lbs. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to focus.
• Work Environment: Must have flexibility to work all shifts, all days of the week, when necessary. Ability to tolerate extreme temperatures for minimum of 30-minute intervals. Exposure to cleaning solvents.