Service Dispatcher

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Job description

Duration: 24 Months

Description:
A service dispatcher takes incoming customer calls and creates a dispatch ticket for each service call. Other duties include assisting with marketing as needed and keeping hard copies of customer files and billing.
The ideal candidate for this role will have the ability to leverage technology to enhance communication and operational efficiency of the service branch.

Responsibilities:

Schedule and dispatch technician daily work orders for repairs while ensuring scope of work and time requirements are well communicated
Manage prioritization of repairs while optimizing technician assigned routes to align with job requirements
Partner with Service Manager & Service Operations Lead to prepare bi-weekly technician schedule
Proactively distribute work orders for jobs daily
Adhere to scheduling guidelines and work order priority to manage schedule
Assist with the management and recording of non-productive technician time
Service Coordinator is responsible for joining DMB meetings daily and being prepared to discuss progress on relevant KPIs and actions to improve underperforming KPIs.
Service Coordinator is responsible for proactively identifying actions, performing offline tasks assigned in DMBs, and escalating any blockers to ensure consistent improvement in KPI performance and field operations in general.
Service Coordinator is responsible for ensuring S&O guidelines & best practices are followed.

Experience:

0 - 5 years relevant HVAC service industry experience preferred
Strong experience in Microsoft Office Suite, Salesforce, and SAP

Skills:

Microsoft Office Suite, Salesforce, and SAP

Dispatching.

Communication & Coordination: Effectively schedule, dispatch, and communicate work orders t o technicians, ensuring clarity on scope and timing.

Technology Proficiency: Use technology to enhance communication and operational efficiency.

Prioritization & Optimization: Manage and prioritize repairs while optimizing technician routes.

Collaboration: Work with Service Manager and Operations Lead to prepare schedules and manage non-productive technician time.

KPI Management: Track and improve Key Performance Indicators (KPIs), proactively addressing issues in daily meetings.

Adherence to Guidelines: Follow scheduling guidelines, best practices, and escalate blockers as needed.

Education:

Bachelors/High School

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