The Dispatcher, reporting to the Service Manager, is responsible for dispatching of HVAC Service Technicians to customer locations.
This position will also grow to include additional business functions such as: perform moderately complex accounting activities associated with maintaining a complete and accurate general ledger for financial reporting to management.
Works under general supervision following clearly defined procedures and policies.
Essential Functions * Support the performance of the branch operations, including planned and unplanned maintenance/service calls from customers.
* Support successful operations consistent with ABM policies, programs, procedures, systems and guidelines.
* Support monthly maintenance planning process to schedule and dispatch field technicians.
* Act as a single point of contact for all types of customer service request and emergency calls.
* Prioritize calls based on severity and availability of appropriate service tech.
* Qualify every request for service to establish maximum response time requirements.
* Determine and dispatch appropriate technicians to ensure quick and efficient resolution of problems while building and maintaining customer confidence and satisfaction.
* Communicate schedule with customer and keep customer informed of actions taken.
* Inform Service Manager of work progress, customer relations, field personnel relations, material administration and other matters affecting service operations.
* Provide effective work schedules for field personnel to maximize use of skills while cost effectively meeting customer needs and providing contingency time for emergency calls.
* Audit service reports weekly in accordance with established procedures.
* Provide logistical support to the field to assure maximum output per labor-hour.
* Maintain understanding of mechanical systems in order to make appropriate decisions in scheduling all types of work (P.M., repairs, replacement, etc.). * Inform Service Manager of work progress, customer relations, field personnel relations, material administration and other matters affecting service operations.
* Provide support for any special projects as assigned by your supervisor/manager as assigned.
Qualifications * High School Diploma or GED is required.
* Must have a minimum of three (3) years of experience dispatching and/or a service capacity, preferably in the HVAC / Electrical / Mechanical service industry.
* Mechanical aptitude to ask questions and anticipate the next step in the process is critical.
* Professional communication skills over the phone and email with customers and internal team members.
* Working knowledge of local geography, ability to read maps.
* Ability to multi-task and be detail oriented with strong organizational skills.
* Ability to use discretion and judgment to make timely decisions.
* Strong computer skills with Microsoft Word, Excel, Outlook.
* Available as necessary for after-hours dispatching.
* 5% travel (for training purposes).