Service Dispatcher

HTS Engineering Ltd.•Peabody, MA

12d•Onsite

About The Position

Control Technologies, Inc. (CTI) is seeking inspired individuals to join their team as a Service Dispatcher. This position supports the daily dispatch of service technicians, manages all service calls, relays information to appropriate staff, and works with other office staff to ensure timely billing. The role is crucial for preserving customer satisfaction and maintaining CTI's relationship with its customers. CTI is one of the largest and independent building systems integrators in the northeast, serving both New England and New York City for over 30 years.

Requirements

2 years of related experience and/or training; or equivalent combination of education and experience.
Excellent telephone skills.
Excellent customer service skills.
Excellent organizational skills.
Excellent multi-tasking skills.
Great computer skills, including use of email, word processing, and spreadsheet applications.
General office knowledge involving filing, data entry, and operating multi-line phone system.
Must be professional, self-directed, and flexible.
Strong organizational, written, and oral communication skills required.
Maintain confidentiality of customer information.
Must be consistent and accurate in the execution of policies and procedures.
Ability to establish and maintain good relations with his or her coworkers and external customers.
Maintain field service technician utilization rate of more than 90% as measured on an annual basis. The utilization rate INCLUDES all time paid by the corporation except for hours occurred because of workers compensation, short term disability or long-term disability.

Nice To Haves

Industry experience a plus.

Responsibilities

Adhere to company policies and standard operating procedures/process.
Ensure assigned technician bins have required stock and/or tools to complete service and ensure that technician trip reports are completed on-time.
Follow service call handling process; enter all calls daily.
Utilize company software to enter work orders, projects, and billings.
Efficiently schedule & dispatch service technicians by producing a 3 to 4 week look “ahead” schedule associated with PM and T&M visits by maintaining the “dispatch board” while holding a technician utilization rate higher than 90%.
Schedule technician training and vehicle maintenance as needed.
Keep customers informed of current schedule and changes to the schedule, primarily through direct phone communication, followed up via email.
Ensure that all required materials for confirmed service calls are in the possession of the technician and/or customer. If not, notify Material Management who will order the necessary items and notify the coordinator upon arrival of stock so that they may schedule accordingly.
Obtain customer credit card information when needed.
Ensure that service agreements are complete 1 month prior to their expiration date.
Schedule all T&M work.
Coordinate Monthly service meetings occasionally requiring communication between HTS/DXS/CTI.
Create Preventive Maintenance tickets.
Ensure that the estimate tool is at its current revision for the service contracts that are renewing.
Provide support to customers who have questions regarding their PM contracts.
Make follow-up calls to customers after service has been performed to get a sense of workmanship and satisfaction.
Call new customers.
Update customer data base and sites in applicable software application.
Work with Service Sales to ensure proper deliverables are met on-time.
Maintain, develop, and update Excel spreadsheets for ongoing and upcoming sales acquisitions/projects.
Update/Maintain the “On-Call” schedule to ensure it is current.
Occasionally manage billing and collection inquiries.
Issue purchase orders to technicians.
Other duties as assigned by their manager.