Summary
- Review and monitor services in the current service application for services that are ready to be scheduled
- Review and monitor shipping reports from all brands to capture and note delayed shipments
- Troubleshoot shipping errors / mis shipments and coordinate retrieval of items
- Confirm and document all QC failures in the field service application
- Review the service to ensure familiarity with requirements to successfully complete the service. ., Is Scaffolding needed, is a lift needed, how many techs are needed and how much time should be allotted
- Document all conversations about an appointment or service call with dealers, homeowners, contractors, and technicians in the appropriate service application
- Continuously review each tech’s open list, focusing on older services and priority of the service
- Confirm that parts have been received and site inspection completed if needed
- Map out locations of services to be scheduled to minimize travel
- Call the contacts on the service to advise them of the availability dates for service
- Reschedule services as needed
- Suggest improvements to current service process, the dispatcher will receive feedback from many stakeholders in the process and will be able to provide a valued perspective on the services we provide
- Coordinate the use of outsourced labor as need by job requirements
- Log in all services that are scheduled on the Dispatch Calendar of the service application being used (Salesforce)
- Review the list of services on the scheduled team call
- Contact techs as needed regarding outcome, orders and site issues
- Update the distributors the status of the service as requested
- Call Technicians to reroute or adjust schedule on same day or next day service calls
- Update services as required due to status change ., parts needed, additional time required, additional repairs and more
- Ensure that tech’s time off and unavailable time is booked in the dispatch calendar
- Work closely with warehouse technician to ensure overlap of knowledge so that time off of tech or scheduler is covered
- Balance tech’s time when crossing over to other areas and techs that need help
- Requires proficiency in MS office, Salesforce CRM, and other systems that may be required
- Work closely with territory leadership to ensure fully leveraged technician schedules
- Work closely with territory leadership to on any concerns with schedule adherence to dispatched calls
- Receives complaint calls and investigates escalations
- Direct complaints to the correct internal teams
- Manage warehouse / office
- Manage warehouse inventory accuracy using tools such as RFID and reports
- They dispatch with impunity; the dispatching is only contestable by the GL / Service manager
- Absent of Manager presence their word carries the Service manager / supervisor weight
Responsibilities
Review and monitor services in the current service application for services that are ready to be scheduledReview and monitor shipping reports from all brands to capture and note delayed shipmentsTroubleshoot shipping errors / mis shipments and coordinate retrieval of itemsConfirm and document all QC failures in the field service applicationReview the service to ensure familiarity with requirements to successfully complete the service. ., Is Scaffolding needed, is a lift needed, how many techs are needed and how much time should be allottedDocument all conversations about an appointment or service call with dealers, homeowners, contractors, and technicians in the appropriate service applicationContinuously review each tech’s open list, focusing on older services and priority of the serviceConfirm that parts have been received and site inspection completed if neededMap out locations of services to be scheduled to minimize travelCall the contacts on the service to advise them of the availability dates for serviceReschedule services as neededSuggest improvements to current service process, the dispatcher will receive feedback from many stakeholders in the process and will be able to provide a valued perspective on the services we provideCoordinate the use of outsourced labor as need by job requirementsLog in all services that are scheduled on the Dispatch Calendar of the service application being used (Salesforce)Review the list of services on the scheduled team callContact techs as needed regarding outcome, orders and site issuesUpdate the distributors the status of the service as requestedCall Technicians to reroute or adjust schedule on same day or next day service callsUpdate services as required due to status change ., parts needed, additional time required, additional repairs and moreEnsure that tech’s time off and unavailable time is booked in the dispatch calendarWork closely with warehouse technician to ensure overlap of knowledge so that time off of tech or scheduler is coveredBalance tech’s time when crossing over to other areas and techs that need helpRequires proficiency in MS office, Salesforce CRM, and other systems that may be requiredWork closely with territory leadership to ensure fully leveraged technician schedulesWork closely with territory leadership to on any concerns with schedule adherence to dispatched callsReceives complaint calls and investigates escalationsDirect complaints to the correct internal teamsManage warehouse / officeManage warehouse inventory accuracy using tools such as RFID and reportsThey dispatch with impunity; the dispatching is only contestable by the GL / Service managerQualifications
High School DiplomaProficient in online platforms and use computer and other office equipment and software to e-mail or fax correspondence and complete on-line training as required, able to log information in a computer databaseMust be proficient with Microsoft products such as Outlook, Excel, Word, and Windows based applicationsSome working knowledge of door and windowsMust have a clean driving record per PGT’s safe driving policyMust have the ability to work autonomously as well as in a team settingMust be able to communicate fluently in English, bilingual in Spanish requiredMust communicate effectively and courteously with distributors, builders, owners, co-workers, and other customersStrong writing and reading comprehension skills required, will communicate extensively through company tools to other departments and customersMust possess excellent conflict management skillsMust be able to bring customer conflicts to resolution within assigned discretion and make recommendations for resolving conflict beyond discretionMust be able to work independently and have excellent time management and organizational skillsMust be self-motivatedAnalytical and process-oriented mindsetComfortable working across multiple departments in a deadline-driven environmentActive team player, self-starter, and multitasker who can quickly adjust prioritiesAbility to read and comprehend instructions, correspondences, and memosAbility to write correspondenceAbility to effectively present information in one-on-one and small group situations to other employees and customersAbility to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals, able to read a tape measureAbility to recognize situations that could result in potential liability for PGTNotifies appropriate PGT personnel for guidance in difficult situationsMust be able to recognize errors, inconsistencies, or missing data in source documents or in systemsAbout Us
Our benefits package includes coverage of your health, wealth, and wellness for you and your eligible spouse / dependents. We offer a competitive salary and benefits package, including a 401k with company match and generous paid time off to help you balance your life. Below is a list of benefits you will enjoy while working with our company.
Three comprehensive Medical plan optionsPrescriptionDentalVisionCompany Paid Life InsuranceVoluntary Life InsuranceSupplemental Hospital Indemnity, Critical Illness, and Accident InsuranceCompany-paid Short-Term DisabilityCompany-paid Long-Term DisabilityPaid time off (PTO), including Vacation, Personal, and paid Holidays401k retirement plan with company matchEmployee Assistance ProgramTeladocLegal InsuranceIdentity Theft ProtectionPet InsuranceTeam Member Discount ProgramTuition ReimbursementYearly Wellness ClinicMITER Brands, also known as MI Windows and Doors, Milgard and PGT are an equal-opportunity employer. The company does not discriminate based on religion, race, creed, color, national origin, sex, age, disability, handicap, veteran status, sexual orientation, genetic information, or any other applicable legally protected category.
