Service Dispatch Coordinator

Archkey Solutions-posted 7 months ago
Full-time • Entry Level
Clinton, MD
Specialty Trade Contractors
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The Service Dispatch Coordinator is responsible for coordinating the delivery of onsite and remote service activities from initial demand creation through delivery and close-out in alignment with all Company policies, procedures, key objectives, and regulations. Schedules and dispatches resources to ensure customer expectations and commitments are met for all services. Works closely with Account Managers, Field Leaders, and Field Technicians.

  • Acts as primary point of contact for service customers to ensure expectations are met.
  • Supports, informs, prioritizes, and coordinates activities and resources both regionally and across the platform.
  • Handles incoming service requests via phone or email, resulting in creating service work orders and scheduling and dispatching field staff.
  • Schedules resources to support proposals, maintenance agreements, and standard service agreements.
  • Handles decisions regarding the scheduling and movement of resources and material based on the nature of service calls, urgency, contractual obligation, and availability.
  • Orders and tracks parts and subcontractors in support of maintenance plans and service calls.
  • Evaluates time-and-material (T&M) service orders for completed costs and scope of work through a sales software application.
  • Proactively follows up with customers after completion of service to ensure a high level of satisfaction with the quality of work.
  • Complete tasks as assigned in a timely manner and according to given deadlines e.g. month-end, quarter-end, and fiscal year-end.
  • Batches and reports field time for Service Technicians.
  • Consistently makes decisions in an attentive and safe manner to ensure the safety and health of self and others.
  • Utilizes LEAN concepts or other continuous improvement methodologies to ensure the most efficient operations, processes, and activities.
  • Promotes and models the Company mission, vision and values through exercising sound and ethical business practices, championing all elements of diversity, equity, and inclusion (DEI) and providing high quality services and programs as they relate to clients, subcontractors, co-workers, suppliers, and the public.
  • High School Diploma or equivalent work experience in service scheduling or a related field.
  • Minimum 0 -2 years of electrical or low voltage experience in field operations, with a preferred concentration in construction and/or service projects.
  • Experience dispatching and scheduling field personnel and technicians.
  • Familiarity or experience with Fire Alarms, Sprinklers, Security Systems, Generator, and Maintenance or a similar industry.
  • Knowledge of and proficiency in MS Office and business software systems.
  • Proven ability to work in a fast paced, high-volume work environment with minimal supervision.
  • Excellent collaboration, teamwork, and interpersonal skills. Ability to work with diverse work teams.
  • Strong listening, verbal, and written communication skills. Effective independent problem solving, decision making, time management and prioritization skills.
  • Work experience with LEAN methodologies and/or similar applications. Strong process orientation.
  • Competitive health insurance options (medical, dental, and vision)
  • Robust 401(k) retirement savings plan with employer match
  • Paid time off and holidays
  • Access to wellness programs
  • Professional development opportunities
  • Tuition reimbursement
  • Employee assistance programs to support growth and well-being
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