Field Service Dispatcher

Utility Energy Services (UES) provides top-tier services to regulated industries such as Utilities. UES focuses on energy efficiency, demand response, distributed energy resources, and electrification to transform how customers use energy and support market adoption of clean technologies. We strive to deliver cost-effective results every day through safety, efficiency and transparency.

Job Description:

We are seeking a Field Service Dispatcher to contribute to the delivery of high-volume field services for utility programs using Salesforce Field Services (FSL). This role will work across all levels of program management and field staff.

- Perform Salesforce Field Service dispatching to ensure all cases are being dispatched properly and in a timely manner​.

- Dispatch service calls to Service Technicians to perform service and/or resolve customer issues in the field​.

- Assess the logistic aspects of technicians, customers, and their locations, in each territory​.

- Provide exceptional customer service level commitments for response times, product knowledge, and problem resolution or escalation​.

- Proficiently utilize Microsoft 365 Suite and Salesforce FSL

- Manage dispatching of UES Technicians and monitor progress of in-field activities using UES’ field services platform;

- Manage the daily schedules of technicians to ensure all appointments are met and completed on-time;

- Assist Field Service team to meet baseline measurements and Key Performance indicators, including safety requirements;

- Communicate about and manager emergency calls to ensure rapid resolution times using available resources.

- Directly interact with customers to handle schedules, reschedules, cancellations and additional follow-up requirements.

- Create and maintain accurate documentation of all processes within this role;

- Perform standard workflow activities including database entry, audits, and data export preparations.

- Support the management of the UES vehicle fleet including maintenance, services, fueling services.

- Monitor inventory levels of equipment needed for field work to track returns, broken, order vs received discrepancies, and technician in and out distributions.

Basic Qualifications:

- Associates degree or equivalent work experience

- Strong MS 365 Office skills, especially Excel, Word and PowerPoint

- Proficiency in logistics database workflows and use. Salesforce Field Service experience preferred.

- Experience in logistics management managing field services technicians

- Ability to manage multiple deliverables and communicate on deadlines

- Can meet and maintain safety requirements and standards

- Can meet client requirements for drug screen and background checks

- Possess a valid drivers license

Professional Skills:

- Excellent written and interpersonal communications skills

- Possess a keen focus on providing an excellent customer service experience at all times

- Strong organizational and coordination skills including the ability to prioritize, multi-task and meet critical deadlines

- Ability to work under strict deadlines in a fast-paced environment.

- Strong analytical and decision-making capabilities.

- Excellent problem-solving skills with ability to analyze situations, identify existing or potential problems and recommend solutions

Education/Experience/Skills Requirements

- High School Diploma or GED preferred.

- 3+ years of transportation/dispatch experience.

- Proficient in Microsoft Office (Word, Excel, Outlook, etc.).

- Ability to work in a fast-paced environment and to multi-task.

- Strong organizational skills with a high degree of attention to detail.

- Ability to work under pressure and to react to changing priorities and requirements.

- Excellent written and verbal communication skills.

Job Type: Full-time

Pay: $53,000.00 - $60,000.00 per year

Benefits:

- 401(k)

- 401(k) matching

- Dental insurance

- Health insurance

- Health savings account

- Life insurance

- Paid time off

- Vision insurance

Work Location: In person