Service Coordinator / Dispatcher

Service Coordinator / Dispatcher

Include the following. Other duties will likely be assigned :

• Monitor personnel or equipment locations and utilization to coordinate service and schedules.
• Schedule or dispatch workers, work crews, equipment, or service vehicles to appropriate locations, according to customer requests, specifications, or needs, using radios or telephones.
• Oversee all communications within specifically assigned territories.
• Relay work orders, messages, or information to or from work crews, supervisors, or field inspectors, using telephones or two-way radios.
• Confer with customers or supervising personnel to address questions, problems, or requests for service or equipment.
• Communicate with customers (email & phone) and create detailed work orders of the service requested.
• Coordinate scheduling of work with customers, technicians, and other jobs / projects to maximize customer satisfaction. Also, takes into account customer urgency, parts / materials availability, and available manpower.
• Checks in with technicians via phone and email; provides them with hourly / daily updates regarding service call type, location, and scope of work.
• Primary contact between the customer and the service department (account managers, service manager, technicians, and billing).
• Responsible for taking service calls, quoted jobs, and warranty work from start (initial call) to completion (billing).
• Review service jobs, quoted jobs, & service projects to determine time frame for completion, identify necessary tools and material, and hold the necessary manpower.
• Review technicians work orders and identifies opportunities to quote additional repairs or new equipment, address warranty issues, and make sure all material is accounted for.
• Accurately reviews of all previous day field visits and send updates to customers, account managers, and service manager as needed.
• Continuous management of the dispatch board throughout the day. Check all open calls and dispatch accordingly.
• Escalate critical and / or sensitive issues to the Superintendent with recommendation for resolution.
• Comply with all Company operating policies, procedures, and safety programs as established.
• Perform additional assignments as required by the needs of the company or as directed by executives.

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