Service Dispatcher

Pacific Coast Trane•Sunnyvale, CA

10d•Onsite

About The Position

The Service Dispatcher is a key figure in an enabling team, managing the service order fulfillment process. This role provides exceptional customer service by handling service requests and dispatching Field Service Engineers for installation, service, maintenance, and repair of commercial & industrial HVAC units and systems. The Service Dispatcher serves as the primary interface between the customer and the centers of excellence within the Service Acquisitions & Fulfillment groups. The SF Bay Area is divided into four zones, with a team of four (4) Service Dispatchers responsible for scheduling, assigning, and dispatching Field Service Technicians to meet customer service requirements, tracking and documenting work, and addressing fulfillment issues. This role utilizes Team Management Systems ACOMARC software, Falcon Claims System, and updates 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 and/or problem details.
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.
Fax details as required to Field Service Engineers, including printing and/or importing documents for relevant documentation.
Review 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.
Review Service Job estimates or plans to determine time frame, procedures, staffing requirements, and allotment of available resources.
Coordinate work plans, contact customers, develop equipment & tools requirements with Field Service Foreman or Field Service Engineers, and follow-up on parts & materials ordered and staffing for each phase of project or job.
Arrange for assignment of Field Service Engineers and/or Apprentices or Tradesmen.
Coordinate generation of new call slips for routine service calls, overages, and warranty calls, routing work order copies to Purchasing for coordination and ordering of parts and materials or subcontractors.
Review work order reports prepared by Field Service Engineers daily and modify schedules or plans as required, follow-up on discrepancies or additional information.
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.
Confer with project personnel to coordinate overages and 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.
Obtain authorization for extension prior to expiration of prescribed time frame for retrofits.
Monitor warranty call slip work orders and quality logs for completeness and details daily, and determine if/when a field warranty repair requires authorization (internal or factory).
Contact factory technical service for authorizations for above standard hours and/or nonstandard repairs.
Review site bin history for relevant data to provide dispatched Field Service Engineer with historical information.
Determine and schedule/reschedule 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.
Inform Field Service Engineers of call type and location of work to be performed and dispatch workers to job.
Coordinate with Service Dispatch, Purchasing, Warehouse Coordinators, and Drivers to verify availability of parts and equipment.
Receive 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, 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.
Compile payroll data such as hours worked from work orders and other records.
Enter data into computer files, allocating hours to call slips as applicable.
Review computed hours and correct errors to ensure accuracy of weekly field payroll.
Prepare 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 non-contract work order copies with recommendations to assigned EBS Service Sales Engineer & Assistant for follow-up with customer.
Refer recommendations for unassigned sites to 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.
Coordinate data entry of recommendations into future work file and delete recommendations from file as they are completed.
Review call slip-back log and coordinate/communicate with EBS Account Managers, Project Managers, Field Service Foremen/Technicians, Purchasing Coordinators, Billing Coordinators as necessary to resolve obstacles.
Generate, interpret, and print various assigned reports.
Inform concerned personnel of status and disposition of customer complaints.
Work overtime/weekends as required.
Backup and/or relief for Service Dispatcher duties.
Indirectly supervise up to 80 Field Service Technicians, carrying 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.