Service Manager / Dispatcher

Service Management Position Summary Company Overview Ramco Protective is a leading provider in the security industry, specializing in access control guard services. We are dedicated to delivering dependable and reliable security solutions by hiring highly qualified personnel and supporting them with unmatched training and resources. Our commitment to dependability and reliability ensures that both our clients and employees experience excellence every day. The Service Manager & Service Dispatcher is responsible for overseeing daily service operations, coordinating technician schedules, managing customer communications, and ensuring service calls are completed efficiently and professionally. This position serves as the primary point of contact between customers, field technicians, management, and other departments. The ideal candidate is highly organized, customer-focused, detail-oriented, and capable of managing multiple priorities while maintaining excellent service standards and operational efficiency. Key Responsibilities Service Management: Oversee daily service department operations and ensure service calls are handled promptly and efficiently. Manage and monitor technician productivity, scheduling, workload, and performance. Ensure technicians have the necessary information, materials, and resources to complete assigned jobs. Monitor open service calls, pending work orders, callbacks, and outstanding customer issues. Review service reports, work orders, estimates, and invoices for accuracy and completeness. Coordinate with management regarding staffing, operational needs, customer concerns, and service department performance. Identify opportunities to improve workflow, reduce delays, increase productivity, and improve profitability. Ensure company policies, safety procedures, and service standards are followed. Service Dispatching & Scheduling Schedule and dispatch technicians based on customer needs, job priority, location, availability, and skill set. Coordinate emergency calls, scheduled maintenance, return visits, and follow-up appointments. Maintain an accurate daily dispatch schedule and communicate schedule changes promptly. Track technician locations, job progress, arrival times, and completion status. Communicate job details, customer information, service history, and special instructions to technicians. Adjust schedules as needed to accommodate urgent requests, cancellations, delays, and unexpected service issues. Monitor work orders from initial scheduling through job completion and invoicing. Customer Service: Answer incoming service calls, emails, and customer inquiries professionally. Schedule appointments and provide customers with updates regarding arrival times and service status. Handle customer complaints and service concerns promptly and professionally. Follow up with customers to confirm service completion and satisfaction. Maintain positive customer relationships and help resolve issues before they escalate. Communicate service recommendations, estimates, scheduling changes, and other relevant information. Administrative & Reporting Responsibilities: Maintain accurate customer records, service tickets, work orders, and dispatch logs. Ensure completed work orders are properly documented and submitted for invoicing. Track open estimates, pending approvals, parts on order, and jobs requiring follow-up. Prepare service reports and provide updates on department performance. Coordinate with purchasing, inventory, accounting, and other departments as necessary. Maintain organized electronic and paper records. Qualifications: Previous experience in service management, dispatching, scheduling, or customer service. Strong organizational, communication, and problem-solving skills. Ability to multitask and prioritize in a fast-paced environment. Experience scheduling and coordinating field service technicians. Proficiency with computers, email, spreadsheets, and service management software. Ability to handle cus…

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