Service Dispatcher

SUMMARY

Dispatches service technicians to install, service, and repair oil burner systems, hot water appliances or air conditioning units by performing the following duties.

ESSENTIAL DUTIES AND RESPONSIBILITIES

+ Provide Back up to Customer Service team when situation required

+ Reviews work orders from departments or complaints from customers and records type and scope of service to be performed.

+ Prioritizes field service technician schedules according to urgency, resources and availability.

+ Works with the field service supervisor to improve productivity, morale, and maintain a culture of providing exceptional service.

+ Contacts supply vendors to verify availability of parts and equipment to ensure on time scheduled work performance.

+ Receives progress update calls from service technicians by telephone, or in person.

+ Informs workers of type and location of work to be performed and dispatches workers to job. Map reading skills are essential.

+ Keeps a record of repairs, installation, removal of equipment or appliances, and hours required on each job.

+ Responsible for securing and closing the building and the end of the shift.

+ Contacts customers to provide updates on arrival and/or reschedule of appointments.

+ Documents customer contact and/or customer issues and works to resolve problems.

+ May be required to work from home during severe weather conditions

+ May be required to interpret and apply labor contract language if applicable.

SUPERVISORY RESPONSIBILITIES

Indirect supervision of 10-15 Service Technicians. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.

QUALIFICATIONS

+ Proficient in Windows environment, (MS Office Suite, MS Outlook) and Web navigation.

+ Ability to learn software applications that are required for successful job performance.

+ Excellent communication and problem solving skills.

+ Must be able to work in a team structured environment.

+ Can perform satisfactorily when not directly provided with guidance and supervision

+ Ability to juggle priorities

+ Must have a personal cell phone that can be used for business purposes