Service Coordinator/Dispatcher

Description

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.