Field Service Coordinator/Dispatcher - ITECH Holding LLC : Job Details

We are a trusted security solutions integrator offering sales, installation, and support for customized security systems, including video, access control, intrusion, and analytics for business customers in restaurants, retail, warehouses, and commercial properties.

Field Services Dispatcher Position SummaryThe Field Services Dispatcher coordinates, schedules, and routes Field Service Technicians to jobs across the continental U.S. in a way that optimizes revenue, maximizes efficiency, and meets customer expectations. This position works closely with the Sales Team, Production, and Warehouse Manager internally. Externally, this position communicates frequently with a third-party contractor and ITech customers.

Responsibilities

• Effectively plan, route, and schedule trips that meet operational and sales goals by maximizing revenue per mile.
• Review work orders, production schedules, job complexity and urgency notes, job revenue, job location, and customer SLAs to determine job routes, equipment programming and shipment dates, and Field Service Tech assignments.
• Manage scheduling changes and issues.
• Coordinate equipment availability and shipping times with job scheduling.
• Serve as the primary point of scheduling contact for customers, internal personnel, and contractors to exchange information and resolve scheduling issues.
• Build and solidify relationships to increase customer satisfaction and retention.
• Assist with day-to-day operations.
• Utilize third-party software to schedule and manage contracted jobs.
• Ensure the work order/scope is clear and understandable.
• Proactively identify scheduling roadblocks and third-party vendor issues, work toward resolution, and escalate to Sales, Billing, and Operations Directors as needed.
• Ensure supplemental equipment (e.g., lift rentals, etc.) and any required permits align with scheduled onsites.
• Assess likely time requirements to complete job, skills of available technicians, and plan the most efficient routing of Technicians to accomplish the job.
• Track and update the progress of jobs through completion.
• Continually improve the work planning and control processes.
• Perform varying tasks and responsibilities as directed.

Excellent communication and interpersonal skills, including problem solving, conflict resolution, and persuasion.

Ability to work effectively, with a high degree of urgency and accuracy.

Time management, prioritization, and strong organization skills.

Ability to thrive in a fast-paced, team environment.

Ability to multi-task while maintaining a strong attention to detail.

A Do It Now approach along with a sense of accountability.

Ability to work independently with minimal direct supervision.

A positive attitude and focus on continuous improvement.

Function well within a team environment.

Proficient in Microsoft Office

High school diploma or equivalent.

3+ years of dispatch and/or customer service experience.

Knowledge of the security industry is a plus.

Compensation details: 65000-75000 Yearly Salary

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