SERVICE DISPATCHER

Description

The Service Dispatcher is responsible for coordinating and managing the daily schedule of field technicians to ensure efficient and timely service delivery. This role serves as a key liaison between customers, technicians, and internal teams, managing logistics, resolving operational issues, and maintaining accurate records. The ideal candidate is organized, proactive, and capable of handling fast-paced, time-sensitive situations

- Manage daily schedules for field technicians, optimizing routes and ensuring jobs are scheduled 2–3 days in advance.

- Assign technicians to service calls based on skill set, availability, and urgency.

- Ensure technicians are equipped with the necessary tools, equipment, and parts for each job.

Communication & Coordination

- Serve as the primary point of contact for field technicians during service calls, providing real-time updates and resolving issues.

- Confirm service appointments with customers, communicate technician arrival times, and inform them of any delays or changes.

- Respond promptly to emergency service requests and prioritize dispatching for urgent needs.

- Work closely with Sales and Service Representatives to schedule equipment start-ups.

- Coordinate monthly field service meetings, including developing topics, discussing challenges, and sharing performance updates.

- Submit invoices into various customer portals as needed.

Customer Payments & Warranty Coordination

- Take credit card payments by phone or email, particularly for first-time customers or accounts on hold prior to dispatch.

- Collaborate with the Warranty Administrator, Parts Department, and Sales team to schedule warranty-related service for WPP-represented manufacturers.

Data Entry & Documentation

- Maintain and update accurate records of assets and service information based on customer interactions and technician updates.

- Enter time entry as accurate and ensure notes are complete.

Problem Solving & Operational Support

- Proactively address scheduling conflicts, technician availability issues, and service delays to minimize disruption and maintain high customer satisfaction.

Safety

- Report all recognized unsafe conditions or acts to Management

- Wear proper PPE when necessary

Additional Responsibilities

- Attend training sessions as required.

- Perform all other duties as assigned

Supervisory Responsibilities

- Team Lead - Provide limited supervision to others through motivation, direction, review, and feedback of assigned tasks.

- Supervise/manage/direct the selection, training, development, appraisal, and work assignments of 2 or more personnel. Has oversight over hiring, firing, promotions, and assignments.