Service Dispatcher - Stanley Access Technologies - Canton, MA

Allegion•Canton, MA

31d•Onsite

About The Position

The Service Dispatcher is essential to our business and will be reporting to the Branch Manager. Join our world class team of diligent problem solvers, innovators, fresh thinkers, and communicators who excite and inspire others. We are looking for energetic, detail-oriented leaders that focus on execution, meet commitments, break through turf issues, and have a passion to exceed customer expectations.

Requirements

A valid state driver’s license, without restrictions, is for this position.
1+ year of customer service or dispatching experience
High School Diploma or GED

Nice To Haves

Associate degree
2+ years of service management/call center/field service experience desirable
2+ years field service experience
Skills or experience with personal computers, including electronic E-mail, personal scheduling, word processing and electronic spreadsheet skills (MS Office)
Excellent written and verbal communication skills
Self- motivated, requires minimal supervision.
Knowledge of security hardware industry
Time management and organizational skills .
Customer service orientated
Ability to handle multiple priorities
Proven knowledge of team development preferred
Ability to work in a deadline driven environment

Responsibilities

Receive incoming telephone calls.
Assess and dispatch service calls
Provide feedback to the call center for call loading improvements and customer concerns
Provide field team with parts support to help minimize return trips
Assist the field team with call overloads and direction
Prioritize and determine best available technician to complete job
Maintain the quality, quantity, and timeliness of dispatch to customer needs, questions or problems
Ensure proper communication with customer to gather all pertinent information for service call
Consistently follow-up with customer to ensure completion and satisfaction
Track all service calls and provide service call reporting and metrics to management
Maintain service call logs and service manuals
Perform monthly technician’s rides to better understand team support requirements and business needs
Promote the sale and implementation of service agreements to customers
Coordinate with National Accounts service dispatch
Provide administrative/back-up assistance to Service Supervisor
Performs duties and responsibilities as described in the quality system
Perform work according to the Field Operations Policy and Procedures Manual.
Perform other assignments as directed by manager in support of service operations
Work with Installation coordinator on manpower sharing opportunities to increase productivity