Service Dispatcher

Pacific Coast Trane•Sunnyvale, CA

2d•$80,000 - $98,000

About The Position

We are currently seeking a Service Dispatcher to join our Sales team in Sunnyvale, CA. SUMMARY: The Service Dispatcher is the key figure in an enabling team, which manages the enabling process for Service Order Fulfillment. Provides exceptional customer service duties in handling requests for service, dispatches Field Service Engineers to install, service, start, maintain and repair commercial & industrial heating ventilating & air-conditioning (HVAC) units and systems. Serves as the primary interface between the customer and the centers of excellence within the Service Acquisitions & Fulfillment groups. SF Bay Area is divided into four zones, and there is a team of four (4) Service Dispatchers. Responsible for schedule, assign, and dispatch of Field Service Technicians to meet customer service requirements, tracking and documenting work, and fulfillment issues. Utilizes Team Management Systems ACOMARC software, Falcon Claims System and to update Service Management Information Systems.

Requirements

Associate's degree (A. A.) or equivalent from two-year college or technical school; and three (3) to five (5) years of related experience and/or training; or equivalent combination of education and experience.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from both internal & external customers, field technicians, and supervisors.
Excellent organizational skills, time management, and attention to detail.

Responsibilities

Receive communications (email, phone, direct verbal) from customers and requests from EBS Sales Engineers, create and or modify existing call slips with clear scope of service to be performed and/or details of the problems, and route contractor or owner in-warranty requests for service for authorization, as appropriate to the type of warranty.
Maintain detailed diary records for each call slip, as required; fax details as required to Field Service Engineers, including printing and/or importing documents for relevant documentation, as required.
Reviews Request for Service forms for warranty repair service from New Equipment Sales department, verify for completeness and accuracy, obtain and verify equipment warranty status and produce computerized call slips accordingly.
Reviews Service Job estimate or plan to determine time frame and procedures for accomplishing project, staffing requirements, and allotment of available resources to various phases of projects or startups, from EBS Service Sales Assistant.
Coordinates work plan, contact customers, develop equipment & tools requirements with Field Service Foreman or Field Service Engineers, follow-up on parts & materials ordered, and staffing for each phase of project or job, or receives plan from Field Service Foreman, and arranges for assignment of Field Service Engineers and/or Apprentice or Tradesmen.
Coordinate generation of new call slips as required for routine service calls, overages and warranty calls, routing work order copies to Purchasing for coordination and ordering of part and materials or subcontractors as required.
Reviews work order reports prepared by Field Service Engineers daily and modifies schedules or plans as required, follow-up on discrepancies or additional information as required.
Coordinate various call slips required to perform various types of service repair or work with the Field Service Foreman to facilitate the correct labor & materials applications for various stages, phases or types of work being performed with established guidelines.
Confers with project personnel to coordinate overages and to resolve problems.
Research factory retrofit bulletins & listings of units requiring repairs, develop plan and create call slips, coordinate parts ordering to inventory or call slips according to scope of retrofit, and follow-up on completion within prescribed time frame and/or obtain authorization for extension prior to expiration.
Monitors warranty call slip work orders and quality logs for completeness and details daily, and determines if/when a field warranty repair requires authorization (internal or factory).
Contacts factory technical service for authorizations for above standard hours and/or nonstandard repairs based on estimates provided by technician for SPD or concession calls, as indicated.
Review site bin history for relevant data to provide dispatched Field Service Engineer with historical information to support their field customer service efforts; and print, email or fax as required.
Determines and schedules and/or reschedules call slips, maintenance inspections and routine service jobs according to urgency, and parts & materials and/or equipment and/or manpower availability, coordinating with other Service Dispatchers.
Informs Field Service Engineers of call type and location of work to be performed and dispatches workers to job.
Coordinate with Service Dispatch, Purchasing, Warehouse Coordinators and Drivers to verify availability of parts and equipment to ensure scheduled work performance.
Receives check in calls from Field Service Engineers and Drivers by telephone, or in person.
Maintain equipment information files including unit type, warranty types and descriptions, ship dates, start dates and warranty expiration dates, and unit tag identifier and location, refrigerant type/quantity.
Maintain computerized customer "bin" history by entering record of repairs, installation, removal of equipment on each call, and detailed message notes of conversations and scheduling for follow-up.
Compiles payroll data such as hours worked from work orders and other records.
Enters data into computer files, allocating hours to call slips as applicable.
Reviews hour computed and corrects errors to ensure accuracy of weekly field payroll.
Prepares weekly payroll report for accounting department each Monday morning.
Route vibration analysis work orders to Service Sales Assistant for follow-up with provider.
Route Non-Destructive Eddy Current testing work orders to Service Document Coordinator for follow-up and report generation.
Route contract inspection work order copies with recommendations to assigned EBS Service Sales Engineer & Assistant for follow-up with customer.
Route noncontract work order copies with recommendations to assigned EBS Service Sales Engineer & Assistant for follow-up with customer. For those sites that are unassigned, refer recommendations EBS Sales Manager for assignment or handling.
Route warranty service call slip work orders to New Systems Sales Engineers & Assistants, and follow-up on non-warranty calls for proper handling within the prescribed time frame.
Coordinates data entry of recommendations into future work file and delete recommendations from file as they are completed.
Reviews call slip-back log and coordinates /communicates with EBS Account Managers, Project Managers, Field Service Foremen/Technician, Purchasing Coordinators, Billing Coordinators as necessary to resolve obstacles.
Responsible for generating, interpreting and printing various assigned reports.
Informs concerned personnel of status and disposition of customer complaints.
Flexible to work overtime/weekends as required.
Backup and or relief for Service Dispatcher duties.
Indirectly supervises up to 80 Field Service Technicians. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include; planning, assigning, and directing work; coordinating materials & equipment; addressing complaints and resolving problems, and keeping field supervisors and managers informed.