Service Coordinator / Dispatcher

CIS Industries•Nashville, TN

3d•Onsite

About The Position

Throughout our 20-year history, we have worked hard to make CIS Industries an enjoyable and rewarding place to work. In addition to competitive salaries, comprehensive benefits, and tangible career growth, our people enjoy a stability and loyalty envied in the industry. With average employee tenure of 10+ years, our culture encourages people to maximize their skills and potential. Our company culture is professional, yet relaxed; we understand that going to work every day should be a gift, not a burden. Join our growing team today! This position manages the schedule of assigned technicians and mechanics. It ensures the schedule allows for timely completion of preventative maintenance and aligns with monthly forecasting goals. The role debriefs the activities of assigned technicians daily, coordinating with technicians to resolve concerns quickly. It assesses job completion and collaborates with Accounts Receivable to progress completed jobs through the appropriate business process. This position is in Nashville, TN.

Requirements

Two to five years of service industry experience managing service operations and/or service scheduling.
Must demonstrate the ability to perform work independently and demonstrate solid organizational and attention to detail skills.
Must have strong interpersonal skills to effectively communicate with both internal and external clients.
Must have the ability to simultaneously handle a large and diverse number of projects, tasks and issues with tact, cooperation, and persistence.
Able to prioritize work activities based upon financial impact to desired business goals.
Able to influence diverse teams to accomplish tasks/goals.
Experience and/or basic project accounting or costing principals is desired.
Proficient in MS Office Products (Word, Excel, MS Projects).
Experience working with CRM platforms (NetSuite or similar).

Nice To Haves

Experience with Field Service Management (formerly Next Service) is a plus.
Associates degree preferred.

Responsibilities

Receives customer requests for unscheduled or scheduled service.
Coordinates labor scheduling to align technician to the appropriate customer and service need.
Communicates the action plan and services to be provided directly to the customer.
Ensures work has been performed to the customer’s expectations and performs follow-up with the customer, as needed.
Answers any customer inquiries and resolves or escalates customer issues, as appropriate.
Debrief activities daily.
Ensures Technicians are provided daily schedules.
Maintains consistent communication with assigned Technicians.
Follows up on activities to ensure completion in an established timeframe.
Ensures that all customer account information required to support call management activities and scheduling of tasks are kept up to date in NetSuite.
Scheduled Service Visits – on time.
Parts ordering/PO creation support.
Start-up support.
Customer PO confirmation.
Attend weekly planning/scheduling meeting.
Assist with monitoring of time and expense reporting submission.
Review and correct unassociated time for timesheets for technicians.
Other duties and administrative activities as assigned.