Service Dispatcher

Control Technologies•Peabody, MA

6d•Onsite

About The Position

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 the CTI relationship with the customer.

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 a multi-line phone system.
Must be professional, self-directed, and flexible.
Strong organizational, written, and oral communication skills required.
Ability to maintain confidentiality of customer information.
Ability to be consistent and accurate in the execution of policies and procedures.
Ability to establish and maintain good relations with coworkers and external customers.
Ability to maintain field service technician utilization rate of more than 90% as measured on an annual basis.

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.
Ensure that technician trip reports are completed on-time.
Follow service call handling process and enter all calls daily.
Utilize company software to enter work orders, projects, and billings.
Efficiently schedule and dispatch service technicians by producing a 3 to 4 week look-ahead schedule for PM and T&M visits.
Maintain 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, 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.
Notify Material Management if required items are missing and coordinate scheduling upon stock arrival.
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 renewing service contracts.
Provide support to customers who have questions regarding their PM contracts.
Make follow-up calls to customers after service to gauge workmanship and satisfaction.
Call new customers.
Update customer database and sites in applicable software applications.
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.
Perform other duties as assigned by their manager.