Service Dispatch

HTS•Houston, TX

2d•Onsite

About The Position

The Service Dispatcher will be responsible for maintaining service priorities and job turnaround within guidelines, dispatching work orders during business hours for assigned districts. This role involves maintaining service standards for Schedule Adherence, NTE Management, IVR Compliance, Client Forms, and Work Order Resolution. The dispatcher will communicate job progress with Account Managers, advise them on scheduling delays, and work with the Service Manager to coordinate proper technician assignments for quoted repairs. Additionally, the role includes preventative maintenance planning to achieve scheduling requirements and ensuring timely and accurate delivery of information from the field, including confirmation, completion notes to clients, and KPI's for technicians in the system. The dispatcher will also work with Service and Account Managers to schedule approved quoted repairs and equipment replacements within specified timeframes, coordinate larger quoted work involving rental equipment or cranes, and schedule vendor meetings. This position requires entering detailed notes on scheduling and logistics, following up on all return statuses, and working with the Account Manager to keep jobs moving. The dispatcher will maintain detailed notes on all follow-up efforts and assist the Service Manager with special requests, such as coordinating technicians for permits, truck repairs, or other needs outside of normal scheduled jobs. The role also involves monitoring technician time on jobs, assessing workload, determining manpower for overtime and weekend work, and issuing PO's to technicians in the assigned area.

Requirements

Maintain Service priorities and job turn around within guidelines
Dispatch work orders during business hours for assigned districts
Maintain Service Standards for Schedule Adherence, NTE Management, IVR Compliance, Client Forms, and Work Order Resolution
Communicate job progress with Account Managers, advise them on scheduling delays
Work with Service Manager to coordinate proper technician assignments for quoted repairs
Preventative Maintenance planning to achieve scheduling requirements
Ensure timely and accurate delivery of information from the field, including confirmation, completion notes to client and KPI’s for Techs in system
Work with Service and Account Managers to schedule all approved quoted repairs within two business days of part delivery
Work with Service and Account Managers to schedule all equipment replacements within one week of equipment delivery
Work with Service and Account Managers on coordination and scheduling of larger quoted work that involves rental equipment and or crane rental
Work with Service Manager and Account Manager to coordinate and schedule all vendor meetings
Enter detailed notes on scheduling and logistics
Follow up on all return status
Work with Account Manager to keep job moving
Keep detailed notes on all follow up efforts
Work with Service Manager on any special request from Manager involving needing technicians for permits, truck repairs, or any other needs outside of normal scheduled jobs and service
Monitor technician time on jobs and follow up with Service Manager if jobs are taking too long
Closely assess entire workload and determine how manpower for over time and weekend work
Issue PO’s to techs in assigned area

Responsibilities

Maintain Service priorities and job turn around within guidelines
Dispatch work orders during business hours for assigned districts
Maintain Service Standards for Schedule Adherence, NTE Management, IVR Compliance, Client Forms, and Work Order Resolution
Communicate job progress with Account Managers, advise them on scheduling delays
Work with Service Manager to coordinate proper technician assignments for quoted repairs
Preventative Maintenance planning to achieve scheduling requirements
Ensure timely and accurate delivery of information from the field, including confirmation, completion notes to client and KPI’s for Techs in system
Work with Service and Account Managers to schedule all approved quoted repairs within two business days of part delivery
Work with Service and Account Managers to schedule all equipment replacements within one week of equipment delivery
Work with Service and Account Managers on coordination and scheduling of larger quoted work that involves rental equipment and or crane rental
Work with Service Manager and Account Manager to coordinate and schedule all vendor meetings
Enter detailed notes on scheduling and logistics
Follow up on all return status
Work with Account Manager to keep job moving
Keep detailed notes on all follow up efforts
Work with Service Manager on any special request from Manager involving needing technicians for permits, truck repairs, or any other needs outside of normal scheduled jobs and service
Monitor technician time on jobs and follow up with Service Manager if jobs are taking too long
Closely assess entire workload and determine how manpower for over time and weekend work
Issue PO’s to techs in assigned area