Service Dispatcher

Summary:

The Service Dispatcher works with all members of the service department to coordinate and schedule the activities of the field operations.

Responsibilities:

•  Field calls and requests from customers and internal operational groups
• Manage, monitor, and report daily field activities for our 20 service and programming technicians including, but not limited to:
  • Schedule, coordinate and dispatch technicians to work assignments
  • Prioritize service requests, determine needs of customers and match the appropriate service technician
  • Ensure that labor, materials and equipment are properly planned and coordinated
  • Ensure high field productivity through proper work planning and coordination to minimize tech down time and travel time
• Maintain work order status and updates:
  • Process approximately 200 work orders per week
  • Monitor progress of techs and field work and adjust dispatch plans accordingly
  • Review, correct, and follow up on work orders 
• Manage, plan and schedule preventive maintenance work orders based on priority
• Prepare and participate in weekly review of work order backlog and work planning
• Perform all other duties as assigned

Specific Job Skills/Requirements:

• High school diploma or general education degree (GED) required
• HVAC, building automation, plumbing or construction administration experience preferred, but not required.
• Prior dispatching or field coordination experience is preferred.
• Excellent customer service and communication skills required
• Proficiency in all Microsoft Office Suite (Word, Excel and Outlook)
• Requires an ability to work effectively and efficiently under pressure and adjust to changing situations

• Requires initiative, great attention to detail, accuracy, an ability to prioritize and multi-task
• Must have excellent interpersonal and customer services skills, and maintain a positive attitude while dealing professionally with co-workers, clients, vendors, etc.
• Must be able to work independently with limited supervision while still being a team player
• Must be dependable, organized and self-motivated