Dispatcher

Company: 2020 Search Partners
Location: Fenton
Posted on: April 10, 2021

Job Description:

Our client has over 50 years of experience as a commercial HVAC mechanical contractor. They specialize in preventative maintenance programs which are designed to minimize downtime, reduce equipment repairs, optimize productivity and lower energy consumption costs. We are seeking an individual for our service department dispatch center. This position is an integral part of a team that is responsible for all aspects of customer support and job coordination assuring that customer commitments are met in a timely manner. The Dispatcher is responsible for fielding incoming customer calls, computer scheduling and dispatching of technicians, customer follow up and related office functions and will be trained on the company's software programs and work-flow processes. There is also a through On-Boarding for the position. Overview Utilize the dispatch software to effectively maintain work schedules for service representatives and assure that customer commitments are met in the most efficient logistical manner. Provide technical support and leadership to assure the field work force meets or exceeds customer commitments in a timely manner. Responsibilities include, but are not limited to, the following: Provide exceptional customer service Accept customer service calls and assign technicians to respond to service requests Technically troubleshoots HVAC/R equipment and identifies required repairs Track and monitor field technicians to determine availability to respond to service requests Manages all monthly maintenance paperwork ensuring services are completed within the proper hours and costs allotted. Enter service calls into computer system and track progress Communicates any information to all appropriate parties Manages warranty process Process service tickets for client billing Audits required documents prior to start of work and ensures accurate billing and system entry Work with accounting personnel in a positive manner Input all customer information for projects and maintenance agreements including equipment and tasking Creates tasking and scheduling for maintenance agreements Ensures technicians have working communication devices Prices jobs for customers (spot work) Issues purchase orders for tools and inventory as necessary Order all necessary materials for scheduled maitenance Oversees parts replacement inventory/warehouse/truck stock Assists Project Manager in all service capacity Audits and adjusts payroll for accuracy Complete special projects as assigned Forklift certified (prefered, not required) MINIMUM QUALIFICATIONS Required High school/trade school degree 5+ years of experience dispatching and/or a service capacity Preferred Associate's Degree 5+ years of experience dispatching and/or a service capacity, preferably in the HVAC industry Mechanical aptitude to ask questions and anticipate the next step in the process Ability to utilitize GPS softward for fleet management Strong computer skills, Outlook, Word, and Excel Available as necessary for after hours dispatching Analytical/Interpersonal Skills: (below are examples) Well organized, hard worker, team player Ability to multi-task and detail oriented Strong organizational skills and good with time management Ability to use discretion and judgment to make timely decisions Excellent communication skills Strong attention to detail and follow-through skills Must be a proactive problem solver Employment Type: Full Time Years Experience: 5 - 10 years Bonus/Commission: No

Keywords: 2020 Search Partners, Springfield , Dispatcher, Professions , Fenton, Illinois