Field Service Coordinator/Dispatcher

ASSA ABLOY•Naperville, IL

1d•Onsite

About The Position

Door Systems ASSA ABLOY is seeking candidates for a Commercial Door Field Service Coordinator/Dispatcher in Naperville, IL. Door Systems ASSA ABLOY is a leading supplier of loading dock and door products and services in the Chicagoland area. With global product brands, we offer complete commercial, industrial and high-performance door solutions. We provide a wide number of products and services to a global clientele in more than 100 countries. Door Systems ASSA ABLOY is part of the Industrial business segment within the ASSA ABLOY Entrance Systems division. A Commercial Field Service Coordinator Dispatcher plays a crucial role in the operations of companies that manufacture, distribute, install, or service commercial doors (e.g., overhead doors, fire-rated doors, security grilles). Their main responsibility is to coordinate the efficient scheduling and dispatching of service technicians or installation crews.

Requirements

Multitasking
attention to detail
communication
problem-solving
time management
dispatching service technicians: 3 years (Preferred)

Nice To Haves

Basic understanding of commercial door types and installation processes is a plus.

Responsibilities

Coordinate and assign daily routes for installation and service technicians.
Ensure the right personnel and equipment are dispatched based on job requirements.
Adjust schedules dynamically to handle emergency service calls or cancellations.
Act as the main point of contact between the office, technicians, and customers.
Relay job details, updates, and instructions to field personnel.
Maintain professional and clear communication with customers regarding service status and timing.
Create, manage, and close work orders in the system (e.g., using dispatch software).
Ensure all job-related documentation is completed accurately and on time.
Track parts, tools, and materials needed for specific jobs.
Organize transportation and delivery of materials to job sites if necessary.
Optimize route planning to reduce travel time and increase productivity.
Monitor job progress and technician location via GPS or dispatch software.
Maintain logs of daily dispatch activities and technician performance.
Track time on-site, job completion, and customer satisfaction.
Assist in generating reports for management.
Handle customer inquiries, complaints, and service follow-ups.
Schedule service calls and communicate estimated times of arrival.
Ensure a high level of customer satisfaction by resolving issues promptly.
Quickly resolve unexpected issues such as technician delays, traffic problems, or equipment failures.
Make real-time decisions to keep jobs on schedule and avoid service disruptions.
Ensure dispatching adheres to company policies, safety protocols, and industry regulations.
Coordinate with technicians to ensure they have appropriate safety gear and certifications.