Dispatcher

Summary

The Dispatcher is responsible for specific daily administrative service functions in support of our branch operations while maintaining a high level of customer satisfaction. This person will help to train and mentor new team members.

Essential Functions

• Create, monitor, and manage the service technician work calendars and assignments, ensuring efficiency and full utilization. This will include dispatching technicians to customer locations.
• Responsible for WIP and dispatch of assigned technicians. Keep service manager informed of completion status.
• Monitor back ordered parts to ensure the technicians are aware when the parts are received.
• Ensure that the service technicians being dispatched have the training, parts needed, and certifications necessary to perform the work assigned.
• Maintain regular communication with the service technicians throughout the day.
• Proactively contact customers to keep them informed on the service to their equipment.
• Field customer calls, gather appropriate and necessary information, and provide excellent customer service to include follow up communications and honoring our commitments.
• Monitor real time work in process and maintain its age to branch goal, review with service manager on a weekly basis.
• Conduct daily recap of the status of projects and assignments and review with your service manager.
• Maintains appropriate records, files, documentation, etc.
• Overcome objections and handle tough conversations both internally and externally, keep service manager informed.
• Review service dashboard reports and assist service management as a solutions provider to improve key customer and business performance metrics.
• High ability to multitask and prioritize responsibilities.
• Administer the service process from creation of work order all the way through creation of an invoice working with a team of assigned technicians.
• Other duties as assigned.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualifying individuals to perform the essential functions.

Education and/or Experience

• High school degree (or equivalent); Associate’s degree from a two-year college highly preferred;
• Previous experience within a field service environment strongly preferred, to include time management and dispatching of field service personnel.
• Prior experience in a service-oriented environment and use of a service scheduling software highly preferred
• Ability to maximize use of CRM and field service management system.
• Strong customer service and follow up skills.
• Strong communication skills to include internal and external communications, conflict resolution, and the ability to discuss technical situations with customers and technicians required.
• Experience delivering on responsibilities and commitments while working in a fast-paced environment.

Computer Skills

• Microsoft Office (Word, Excel, Outlook and PowerPoint)
• Scheduling and Time Management software/programs
• Experience with Windows based programs
• Preferred experience with SalesForce and/or ServiceMax

Workplace Requirements

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

While performing the duties of this Job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to sit. The employee must frequently lift, carry, push, pull and /or otherwise move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.