Dispatcher

About the role

We’re looking for a Dispatcher to handle daily administrative service tasks that keep our branch operations running smoothly and our customers satisfied. This role also includes training and mentoring new team members.

Responsibilities

• Create, monitor, and manage service technician work calendars and assignments to ensure efficiency and full utilization, including dispatching technicians to customer locations.
• Oversee Work in Progress (WIP) and dispatch of assigned technicians; keep the service manager informed of completion status.
• Monitor back-ordered parts and notify technicians when parts are received.
• Ensure dispatched service technicians have the necessary training, parts, and certifications to perform assigned work.
• Maintain regular communication with service technicians throughout the day.
• Proactively contact customers to update them on service status for their equipment.
• Field customer calls, gather necessary information, and provide excellent customer service, including follow-up communications and honoring commitments.
• Monitor real-time work in process, maintain age-to-branch goals, and review progress with the service manager weekly.
• Conduct daily recaps of project and assignment statuses and review with the service manager.
• Maintain appropriate records, files, and documentation.
• Handle objections and tough conversations internally and externally; keep the service manager informed.
• Review service dashboard reports and assist service management as a solutions provider to improve key customer and business performance metrics.
• Multitask and prioritize responsibilities effectively.
• Administer the service process from work order creation through invoice generation, collaborating with assigned technicians.
• Perform other duties as assigned.

Qualifications

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

Skills

• Proficiency in Microsoft Office (Word, Excel, Outlook, and PowerPoint).
• Experience with scheduling and time management software/programs.
• Experience with Windows-based programs.
• Preferred experience with SalesForce and/or ServiceMax.

Workplace Requirements

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 move up to 25 pounds. Specific vision abilities required include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment: Depending on the site location, the employee may be exposed to moving mechanical parts and equipment. The employee may occasionally be exposed to high, precarious places; fumes or airborne particles; outside weather conditions; and vibration. The employee may occasionally be exposed to wet and/or humid conditions, toxic or caustic chemicals, extreme cold, extreme heat, and risk of electrical shock. The noise level in some work environments is occasionally loud.

Benefits

• Great benefits package.
• Competitive salaries.
• Opportunities for advancement.