Service Administrator

Aston Carter•Mount Prospect, IL

29d•$23 - $25•Hybrid

About The Position

Service Administrator Key Responsibilities Daily Dispatching & Route Management Build, adjust, and maintain daily and two‑day‑out service routes for multiple branches. Coordinate with Service Managers each morning to finalize technician routes and ensure coverage for all scheduled work. Modify routes in real time in response to emergencies, schedule changes, and technician availability. Assign preventative maintenance (PM) work and integrate emergency calls into existing schedules. Utilize Verizon Connect for technician tracking and job qualification matching. Service Level Agreement (SLA) Tracking Monitor SLA performance, ensuring technicians arrive onsite within the required response windows. Review monthly SLA reports, PM completion rates, and technician performance metrics in partnership with Service Managers. Conduct route audits to ensure workloads and travel times align with branch hours of operation. Communication & Collaboration Communicate daily with Service Managers to align routes, technician assignments, and branch priorities. Reach out to technicians for day‑of updates, route adjustments, and schedule changes. Monitor shared emails and chats throughout the day, responding to issues and escalating as needed. Support fellow dispatchers and function as backup for additional branches when required. Operational Support Prioritize contracted work, billable calls, PMs, and emergency requests according to service requirements. Ensure all routing decisions align with a 24‑hour response time expectation. Assist in maintaining accurate technician qualification tags to ensure proper job assignments.

Requirements

3+ years of dispatcher or field service coordination experience required.
Experience managing field technicians or coordinating technician schedules.
Strong organizational and multitasking skills in a fast‑paced, reactive environment.
Ability to build efficient routes and adjust them quickly under changing conditions.
Proficient with dispatching or GPS‑based software (Verizon Connect preferred).
High School Diploma or GED

Responsibilities

Build, adjust, and maintain daily and two‑day‑out service routes for multiple branches.
Coordinate with Service Managers each morning to finalize technician routes and ensure coverage for all scheduled work.
Modify routes in real time in response to emergencies, schedule changes, and technician availability.
Assign preventative maintenance (PM) work and integrate emergency calls into existing schedules.
Utilize Verizon Connect for technician tracking and job qualification matching.
Monitor SLA performance, ensuring technicians arrive onsite within the required response windows.
Review monthly SLA reports, PM completion rates, and technician performance metrics in partnership with Service Managers.
Conduct route audits to ensure workloads and travel times align with branch hours of operation.
Communicate daily with Service Managers to align routes, technician assignments, and branch priorities.
Reach out to technicians for day‑of updates, route adjustments, and schedule changes.
Monitor shared emails and chats throughout the day, responding to issues and escalating as needed.
Support fellow dispatchers and function as backup for additional branches when required.
Prioritize contracted work, billable calls, PMs, and emergency requests according to service requirements.
Ensure all routing decisions align with a 24‑hour response time expectation.
Assist in maintaining accurate technician qualification tags to ensure proper job assignments.