Field Serv Dispatch Spec

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. i.e., 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 i.e., 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

What You'll Do

• 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. i.e., 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 i.e., 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

Who You Are

• High School Diploma
• Proficient 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 database
• Must be proficient with Microsoft products such as Outlook, Excel, Word, and Windows based applications
• Some working knowledge of door and windows
• Must have a clean driving record per PGT’s safe driving policy
• Must have the ability to work autonomously as well as in a team setting
• Must be able to communicate fluently in English, bilingual in Spanish required
• Must communicate effectively and courteously with distributors, builders, owners, co-workers, and other customers
• Strong writing and reading comprehension skills required, will communicate extensively through company tools to other departments and customers
• Must possess excellent conflict management skills
• Must be able to bring customer conflicts to resolution within assigned discretion and make recommendations for resolving conflict beyond discretion
• Must be able to work independently and have excellent time management and organizational skills
• Must be self-motivated
• Analytical and process-oriented mindset
• Comfortable working across multiple departments in a deadline-driven environment
• Active team player, self-starter, and multitasker who can quickly adjust priorities
• Ability to read and comprehend instructions, correspondences, and memos
• Ability to write correspondence
• Ability to effectively present information in one-on-one and small group situations to other employees and customers
• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals, able to read a tape measure
• Ability to recognize situations that could result in potential liability for PGT
• Notifies appropriate PGT personnel for guidance in difficult situations
• Must be able to recognize errors, inconsistencies, or missing data in source documents or in systems

Who We Are

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 options
• Prescription
• Dental
• Vision
• Company Paid Life Insurance
• Voluntary Life Insurance
• Supplemental Hospital Indemnity, Critical Illness, and Accident Insurance
• Company-paid Short-Term Disability
• Company-paid Long-Term Disability
• Paid time off (PTO), including Vacation, Personal, and paid Holidays
• 401k retirement plan with company match
• Employee Assistance Program
• Teladoc
• Legal Insurance
• Identity Theft Protection
• Pet Insurance
• Team Member Discount Program
• Tuition Reimbursement
• Yearly Wellness Clinic

MITER 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.