Dispatcher

R. F. MacDonald Co.•Hayward, CA

11d•Onsite

About The Position

The Dispatcher coordinates communication and service scheduling among customers, Aftermarket Salespeople, ATL’s, field service technicians, technician leads, and Field Service Managers. The role gathers information from customer calls, assigns suitable technicians to service requests, and monitors technician availability. It manages scheduling and workload planning for more than 25 technicians, including daily emergency requests, while prioritizing customer needs and technician capabilities in a fast-paced, changing environment. The Dispatcher enters and updates service calls and work orders, maintains the dispatch schedule, follows up on emergency and incomplete work, parts, recommended repairs, billing issues, and customer concerns, and supports permit and service-documentation tracking. The position also provides daily administrative support to the Manager. It is a full-time, non-exempt position based in a professional office environment in Hayward, reporting to the Administration Manager. Work is Monday through Friday, 6:30 a.m. to 3:30 p.m.; long hours and last-minute overtime are regularly required, with occasional travel as duties demand, although travel is otherwise described as not expected.

Requirements

At least seven years of related experience and/or training in HVAC technician customer service, service-technician dispatching, HVAC project management, or an equivalent combination of education and experience; the posting also specifies a minimum of seven years’ customer-service experience.
High school diploma or GED, plus an Associate degree; the posting also specifies two years of technical school, community college, or trade school.
Strong computer skills and organizational skills.
Type 40–60 words per minute.
Strong verbal, written, communication, interpersonal, and customer-service skills, with a proven professional track record and customer references.
Knowledge of the industry is required.
Geographical knowledge of the service area is required.
Ability to match technician tier levels to customer service needs and to track and communicate with field technicians about availability.
Ability to enter service-call data accurately and take ownership and accountability for it.
Ability to work independently, calmly, and efficiently; prioritize in a fast-paced, changing environment; meet deadlines; and remain calm under pressure.
Ability to work diplomatically with all levels of company personnel and with customers.
Must pass background screening.
Safety focus, sound judgment and decision-making, and a professional demeanor.
Ability to support technician needs daily and provide appropriate feedback to the Service Manager.

Nice To Haves

Bachelor’s degree preferred; the posting also describes a desired BA/BS/MA degree in Business, Project Management, or a related field.
Strong Microsoft skills, including Excel, and experience with NetSuite or other dispatching software.
Prior communication training and a demonstrated record of effective communication.

Responsibilities

Take incoming customer calls and direct them to the appropriate employee, such as AM Sales, parts, or BD.
Schedule and coordinate service calls as they are received and during weekly production meetings with technician leads and/or the Service Manager.
Create dispatch work orders promptly and send them before the end of each day.
Dispatch service technicians’ work orders at least daily and more often when necessary.
Maintain the dispatch board and schedule, updating changes throughout the day.
Forecast workload and prepare scheduling-needs and incomplete-jobs reports before weekly meetings.
Track and monitor field technicians and communicate with technician leads to determine availability for service requests.
Enter service calls into the computer system and accurately update their progress hourly.
Follow up on emergency calls, parts orders and receipts, incomplete and unscheduled work orders, and recommended repairs in coordination with AM Sales and customers.
Assist with billing issues and purchase-order follow-up with Accounting; assist the Service Manager with customer concerns regarding billing, job scope, or technician performance.
Review daily reports and research problems with the Administration Manager and Service Manager.
Track permits, documentation, and check requests for City of San Francisco Permit to Operate and BAAQMD source-test documents.
Organize work-order documentation and field-service data storage, and respond to customer requests for work orders, permits, or combustion reports.
Communicate effectively with internal and external contacts and provide professional, service-oriented support.
Provide daily support to the Manager and additional office support as requested.
Organize, monitor, and maintain the NetSuite system and its filters before the end of each workday.
Provide feedback to the Service Manager regarding customer concerns, areas for improvement, or customer PWOMS.