Overview
Reporting to the Service Manager and the Operations Manager, the dispatcher is responsible for dispatching of HVAC Technicians to customer locations. This position will also grow to include additional business. Works under general supervision following clearly defined procedures and policies
This individual provides extraordinary customer service to clients
Establishes and maintains effective communication and working relationships with clients, co-workers, shift coordinators, supervisors, managers, etc.
The Dispatcher assigns individuals and teams to tasks and locations.
Coordinates resources according to customer requests and general job demands.
Communicates assignments to employees and enters assignment data in computer database.
Duties may include using radio, telephone, or computer to transmit assignments and compile statistics and reports on work progress.
Complies with all safety, security, compliance, and quality standards and procedures established by the Company, Clients, and regulatory authorities
Responsibilities - Support the performance of the branch operations, including planned and unplanned maintenance/service/ installation/control calls from customers.
- Provides assistance, information and customer service as requested to arriving, transferring or departing clients.
- Schedules and dispatches employees, crews/teams, equipment, or service vehicles to appropriate locations according to customer requests, specifications, or needs, using radios, telephones, and/or computers; determines types or amounts of equipment, vehicles, materials, or personnel required according to work orders or client requirements
- Relays work orders, messages, and information to or from crews/teams, supervisors, and field inspectors using telephones, two-way radios, and/or computers
- Advises personnel about problems such as construction areas, accidents, weather conditions, other hazards, bottlenecks, wait times, etc.
- Recognizes and mitigates a variety of miscellaneous hazards encountered within the department and other work environments i.e. surroundings, mechanized equipment, and hazardous materials
- Confers with clients and/or supervising personnel in order to address questions, problems, and requests for service or equipment
- Monitors personnel and/or equipment locations and utilization in order to coordinate service and schedules to achieve optimal efficiency; ensures timely and efficient movement of resources according to work orders and/or resource schedules
- Oversees all communications within specifically assigned areas
- Receives or prepares work orders and work schedules
- Orders supplies and equipment and issues them to personnel
- Records and maintains files and records of customer requests, work, or services performed, inventory, and other dispatch information
- Strictly adheres to all safety and regulatory compliance procedures
- Coordinates and arranges for necessary repairs in order to restore service and schedules
- Miscellaneous duties as assigned
Tracking: - Monitors daily services and create/update a log sheet or service log
- Maintains periodic contact with service personnel to ensure completion of assigned duties
- Informs the on-duty supervisor of any issues out of the ordinary that may need additional assistance or oversight
- Creates reports to monitor activity and operations
Transportation: - Creates a work schedule for on-duty technicians
- Assigns technicians to necessary routes
- Maintains periodic contact with the technicians to ensure that all transportation vehicles are safely and efficiently completing their assigned tasks
- Keeps drivers informed of possible hazards, including inclement weather
- Informs the on-duty supervisor of any issues out of the ordinary that may need additional assistance or oversigh
Qualifications - Must be 18 years of age or older
- Must meet all requirements to receive approval for working in specific ATS environments (if applicable), including ten year work history if available
Preferred Qualifications: - Customer Service Experience
1 yr of similar work experience 