Service Coordinator/Dispatcher
About The Position
Northeast Dock & Door (NEDD), a division of Thompson & Johnson Equipment, is hiring a Service Coordinator/Dispatcher to coordinate and support its field service operation. The position manages the service process from planning and scheduling field technicians through monitoring work in progress, customer communication, parts and job coordination, and follow-up through completion. It serves as a central point of communication among customers, Installers/Technicians, Parts, Sales, Operations, suppliers, and field employees. The role also provides administrative and coordination support throughout NEDD as needed. The position includes primary contact responsibilities for after-hours emergency service calls, including nights and weekends, with the Operations Manager providing coverage during approved absences. The role is full-time and pays $24.00 to $26.00 per hour, depending on experience.
Requirements
- Strong organizational, planning, and follow-through skills.
- Strong customer service and communication skills.
- Confidence communicating with customers and field employees by phone, email, and in person.
- Ability to manage multiple priorities, interruptions, and changing schedules in a fast-paced environment.
- Strong attention to detail and accuracy.
- Good problem-solving skills and the ability to recognize issues before they affect the customer.
- Strong computer skills, including Microsoft Office, and the ability to learn and effectively use work order and service management software.
- Ability to work effectively with different personalities and communication styles.
- Ability to work independently while collaborating with employees throughout the organization.
- Reliable and predictable attendance.
- Ability and willingness to be available for after-hours emergency service calls, including nights and weekends.
Nice To Haves
- Previous experience scheduling and coordinating field service technicians in overhead door and loading dock service or another building trade is strongly preferred.
- Experience in construction, industrial service, material handling, or another field service environment is a plus.
Responsibilities
- Schedule and coordinate field service Installers/Technicians for breakdowns, preventive maintenance, repairs, installations, and other customer work.
- Pre-plan upcoming service work and preventive maintenance to help ensure jobs are properly prepared.
- Prioritize and adjust schedules according to customer needs, urgency, technician availability, geography, parts availability, and changing priorities.
- Coordinate larger installation schedules and projects with Operations and field employees.
- Monitor work in progress and follow up on open work orders and outstanding documentation.
- Review work orders for completeness and accuracy, including labor, parts, service notes, and other required information.
- Monitor technician time records related to service work and follow up on missing or incomplete information.
- Communicate with customers about appointments, scheduling changes, job status, service results, and follow-up.
- Build and maintain positive customer relationships by keeping customers informed throughout the service process.
- Coordinate with Parts, Sales, Operations, suppliers, and field employees to help ensure jobs are properly prepared.
- Track parts and other information that may affect scheduling or completion of customer work.
- Assist with repair quotes, customer approvals, purchase order information, and service documentation.
- Maintain accurate customer, work order, and service information in company systems.
- Identify and help resolve scheduling, parts, documentation, or service issues before they become larger problems.
- Serve as the primary contact for after-hours emergency service calls, including nights and weekends, coordinating technician response and customer communication.
- Provide administrative and coordination support throughout Northeast Dock & Door as needed.
Benefits
- Low-cost medical, dental, and vision insurance.
- 401(k) retirement plan with a 50% company match on the first 5% contributed.
- Paid vacation and sick time.
- Paid company holidays.
- Company-paid life insurance.
- Disability insurance.
- Company clothing allowance.
- Wellness reimbursement program.
- Employee referral program.
- Training, professional development, and career advancement opportunities.
- Company events and celebrations, including an annual employee celebration.
- Supportive, family-oriented work environment where employees are valued and respected.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
