Dispatcher

R.F. MacDonald Co. • Hayward, CA

10d • 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 appropriate technicians, monitors technician availability, and prioritizes service requests based on customer needs and technician capabilities. The dispatcher manages schedules for more than 25 technicians, including daily, weekly, and monthly planning and emergency requests from high-level Bay Area clients.

The position is responsible for accurate and timely service-call entry, work-order creation and dispatch, schedule maintenance, workload forecasting, follow-up on open and emergency work, and service documentation. It also supports customer billing and service concerns, permit and compliance-document tracking, and administrative needs as requested by the Manager. The successful candidate is expected to provide excellent internal and external customer service, communicate professionally, stay organized and calm under pressure, and manage multiple changing priorities.

This is a full-time position based in Hayward, operating in a professional office environment. The regular schedule is Monday through Friday, 6:30 a.m. to 3:30 p.m. The role regularly requires long hours and last-minute overtime when customer service requests arise; occasional travel may be required as job duties demand, although travel is otherwise stated as not expected.

Requirements

• At least seven years of related experience and/or training in HVAC technician customer service, service-technician dispatching, or HVAC project management, or an equivalent combination of education and experience.
• Minimum of seven years’ experience in customer service.
• High school diploma or GED, plus an Associate degree; the posting also specifies two years of technical school, community college, or trade school.
• Strong verbal, written, and computer skills.
• Type 40–60 words per minute.
• Strong customer-service and people skills in a professional setting, supported by past experience and references.
• Strong Microsoft skills, including Excel; knowledge of NetSuite or other dispatching software.
• Experience matching technician tier levels to customer service needs.
• Experience tracking and communicating with field technicians to determine availability for service calls.
• Accurate service-call data entry with ownership and self-accountability.
• Ability to work independently, calmly, and efficiently.
• Ability to thrive in a fast-paced environment, handle multiple tasks, prioritize changing demands, meet deadlines, and remain calm under pressure.
• Detail-oriented, organized, and driven to improve.
• Advanced customer-service and communication skills.
• Knowledge of the industry is required.
• Geographical knowledge of the service area is required.
• Ability to work diplomatically with all levels of company personnel and customers.
• Must pass a background screening.

Nice To Haves

• Bachelor’s degree preferred; the posting also identifies a BA/BS/MA degree in Business, Project Management, or a related field as desired.
• Experience or training in HVAC technician customer service, technician dispatching, or HVAC project management beyond the stated minimum qualifications.

Responsibilities

• Take incoming customer calls and route them to the appropriate employee, such as Aftermarket Sales, parts, or business development.
• 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 by the end of each day.
• Dispatch service technicians’ work orders multiple times per day when necessary and at least daily.
• Maintain and update the dispatch board and schedule throughout the day.
• Forecast workload and prepare needs-to-schedule and incomplete-jobs reports before weekly meetings.
• Track and monitor field technicians, communicating 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, ordered and received parts, incomplete or unscheduled work orders, recommended repairs, and related matters with Aftermarket Sales and customers.
• Assist with resolving billing issues and follow up on purchase orders with the Accounting department as needed.
• Assist the Service Manager with customer concerns involving 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.
• Maintain work-order documentation and field-service data organization, and follow up on customer requests for work orders, permits, or combustion reports.
• 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 and areas for improvement.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree