Service Dispatcher

Dead River Company•Brunswick, ME

11d•$20 - $30

About The Position

The Service Dispatcher coordinates service dispatching, inventory, billing, payroll, and productivity to support customer satisfaction and an efficient, profitable service department. The role receives service calls, enters customer information into the computer system, schedules service, and communicates with field technicians about assignments and job progress. The dispatcher schedules routine tune-ups and maintenance, consulting the service manager about major repairs or installations, and handles customer complaints and service issues, referring unresolved issues to the service manager. The position also supports invoicing by entering parts and labor information, reconciles technician billable and non-billable time, and coordinates service contracts from setup through renewal or termination, including annual maintenance scheduling. Additional duties include recording parts usage, assisting with technician vehicle restocking, and coordinating the Gas Check program by contacting customers, explaining the program, scheduling technicians, and entering program information.

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.
No experience is necessary; some understanding of petroleum products, equipment, and basic service is beneficial.
A high school education or equivalent is preferred.
No licensing or testing is required.

Nice To Haves

Some understanding of petroleum products, equipment, and basic service.
A high school education or equivalent.

Responsibilities

Courteously receive service-related calls, enter information into the computer system, and schedule service.
Schedule technicians for routine tune-ups and maintenance; consult the service manager regarding scheduling major repairs or installations.
Communicate with field technicians by radio or cellular telephone about job assignments and progress.
Enter parts and labor information into the computer system to generate service invoices.
Reconcile billable and non-billable time for service technicians.
Set up, renew, and terminate service contracts, and schedule annual contract maintenance work.
Record parts used and assist technicians with restocking vans and pickups.
Contact customers about the Gas Check program, explain the program, schedule technicians, and enter Gas Check information into the computer system.
Plan and schedule technicians' time and handle customer complaints and service-related issues, referring issues that cannot be satisfactorily resolved to the service manager.