Service Dispatcher

2020 Search Partners; Reading; On-site; GBP 25,000 - 45,000; Full time

Job description

Company Overview:

Our client has over 40 years of experience as a commercial HVAC mechanical contractor. They specialize in preventative maintenance programs 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 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 technicians, customer follow-up, and related office functions. The dispatcher will be trained on the company's software programs and workflow processes.

Role:

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 ensure the field workforce meets or exceeds customer commitments in a timely manner.

Responsibilities:

1. Provide exceptional customer service.
2. Accept customer service calls and assign technicians to respond to service requests.
3. Technically troubleshoots HVAC/R equipment and identifies required repairs.
4. Track and monitor field technicians to determine availability to respond to service requests.
5. Manage all monthly maintenance paperwork ensuring services are completed within the proper hours and costs allotted.
6. Enter service calls into the computer system and track progress.
7. Communicate any information to all appropriate parties.
8. Manage warranty process.
9. Process service tickets for client billing.
10. Audit required documents prior to the start of work and ensure accurate billing and system entry.
11. Work with accounting personnel in a positive manner.
12. Input all customer information for projects and maintenance agreements including equipment and tasking.
13. Create tasking and scheduling for maintenance agreements.
14. Ensure technicians have working communication devices.
15. Price jobs for customers (spot work).
16. Issue purchase orders for tools and inventory as necessary.
17. Order all necessary materials for scheduled maintenance.
18. Oversee parts replacement inventory/warehouse/truck stock.
19. Assist Project Manager in all service capacity.
20. Audit and adjust payroll for accuracy.
21. Complete special projects as assigned.

Qualifications:

1. High school/trade school degree (Associates degree preferred).
2. 5+ years of experience dispatching and/or a service capacity in the HVAC industry.
3. Mechanical aptitude to ask questions and anticipate the next step in the process.
4. Ability to utilize GPS software for fleet management.
5. Strong computer skills, Outlook, Word, and Excel.
6. Available as necessary for after-hours dispatching.

Compensation & Location:

This position will be based out of Reading, PA. This is a full-time position that is available for immediate hire. A meaningful compensation package will be developed for the successful candidate that will include competitive pay and comprehensive benefits.