Service Dispatcher

Dead River Company•Brunswick, ME

About The Position

The Service Dispatcher coordinates service dispatching, inventory, billing, payroll, and productivity to support customer satisfaction and an efficient, profitable department. The role receives and schedules customer service requests, coordinates technicians’ work, tracks service labor and parts, and supports service contracts and the Gas Check program. The dispatcher makes routine scheduling decisions and consults the service manager on complex repairs, installations, or issues that cannot be resolved satisfactorily. No experience is necessary, although some familiarity with petroleum products, equipment, and basic service is beneficial. A high school education or equivalent is preferred; no licensing or testing is required.

Requirements

Good communication and listening skills.
Planning and scheduling skills.
Accuracy, organization, and attention to detail.
Analytical skills.
Dependability.
Courteous demeanor and professional appearance.
Flexibility to work overtime.
Ability to work in a dynamic environment without distraction.
High school education or equivalent preferred.
No prior experience is necessary.
No licensing or testing is required.

Nice To Haves

Some understanding of petroleum products, equipment, and basic service is beneficial.

Responsibilities

Courteously receive incoming service-related calls, record information in the computer system, and schedule service.
Schedule technicians for routine tune-ups and maintenance work as time allows.
Consult with the service manager to coordinate scheduling of major repairs or installations.
Communicate with field technicians by radio or cellular telephone about job assignments and progress updates.
Enter parts and labor information into the computer system to generate invoices for completed service work.
Reconcile billable and non-billable time for service technicians.
Set up, renew, and terminate service contracts, and schedule annual contract maintenance work.
Help control parts inventory by accurately recording parts used and assisting technicians with van or pickup restocking.
Coordinate the Gas Check program by contacting customers, explaining the program, scheduling technicians, and entering program information into the computer system.
Handle customer complaints and service-related issues, referring unresolved matters to the service manager.
Plan and schedule technicians’ time and make routine cleaning and maintenance scheduling decisions.