Dispatcher

Description: Position: Dispatcher Location: Hayward Reports To: Administration Manager Classification: NON-EXEMPT Summary/Objective The Dispatcher position will be responsible for interaction between our customers, Aftermarket Salespeople, ATL’s, and field service technicians as well as Field Service Managers. The successful candidate must be able to work in a fast paced, ever-changing environment that challenges even the most resilient personalities, and handle multiple tasks efficiently. Must have the ability to gather appropriate information from customer phone calls, and assign the proper technician(s) to respond to customer’s service requests. Track and monitor field technicians to determine availability to respond to service requests. Ability to prioritize based on customer needs and technician ability is a must. The candidate must manage a schedule of over twenty-Five technicians Daily, Weekly, and monthly planning along with managing daily emergency service requests from some of the highest level clients in the Bay Area. Expectations are very high and our customers expect the highest level service and response time possible. Essential Functions: Take incoming customer calls and send to the correct employee-AM Sales, parts, BD, ETC. Schedule and coordinate all service calls as calls are received and in weekly production meeting with technician lead’s and /or Service Manager. Create dispatch work orders in a timely manner and have them all sent before end of day each day. Dispatch Service Technicians work orders multiple times per day if necessary and daily at minimum. Maintain the dispatch board/schedule while constantly updating changes multiple times per day. Forecast Workload and prepare need to schedule and incomplete jobs report prior to each weekly meeting. Track and monitor Field Technicians while communication with technician leads to determine availability to respond to service requests. Enter service calls into computer system and update progress accurately and on an hourly basis. Follow up on all Emergency call’s, , Parts Ordered, parts Received, Incomplete and need to schedule work orders and recommended repairs work with AM sales and customer. Assist with resolving billing issues and following up on purchase orders with the Accounting department as needed. Assist SM with customer concerns regarding billing, job scope or technician job performance. Reviewing daily reports and researching problems with Admin manager and Service Manager. Champion of permit tracking, documentation and check requests for City of SF Permit to Operate and BAAQMD source test documents. Champion of work order documentation, field service data storage organization and customer follow up requests for service work documentation- Work Orders, Permits or Combustion reports. Excellent communication Internal/External with past communication training and track record proven in advance. An internal drive and passion to “SERVE” others Internal/External with a selfless, positive team player mentality. Provide daily support to Manager, and provide additional office support as necessary at a moment’s notice and as requested by the Manager. Essential Functions: Excellent verbal, written skills and computer skills. Type 40 – 60 WPM Strong people and customer service skills in a professional setting proven from past experience and references. Strong Microsoft skills and knowledge, Excel (NetSuite) or other dispatching software experience and knowledge. Experience in matching the correct tier level technician to customer service need(s). Experience in tracking and communication with field technicians to determine availability for service calls. Passionate about accurate data entry of service calls into computer systems with a high level of ownership and ‘self-accountability‘ Ability to work independently, calmly and efficiently. Effectively lead in organizing, monitoring, and maintaining th…

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