Job Summary:
Assists in the routing and re-routing of the technicians based on the schedule provided and interacts with the customers to determine their needs by performing the following duties.
Duties/Responsibilities:
- Works effectively with Field Service Managers and Service Manager to dispatch / assign workers to sites during business hours which could include weekends and holidays.
- Ability to schedule manpower and prioritize work schedule based on customer required ETA.
- Coordinate with customer POC to find acceptable times for tech to be dispatched to site.
- Communicates known updates re: client/site/equipment to the Service System Administrator to ensure the ERP is always up to date.
- Maintains quality service by following organization standards.
- Enter incoming service calls via email or by phone into dispatching software.
- Answer all incoming phone calls before the third ring.
- Time stamp techs and log labor and parts used into software.
- Enter materials into purchase orders when needed.
- Edits/Updates work order attachments or file names to assist with future recall or billing needs.
- Generates appropriate paperwork / forms for assigned technicians as needed.
- Be available to answer technician questions.
- Debrief Service Technicians after completion of each call and update work order in ERP.
- Maintain the dispatch board / schedule.
- Update service database from service ticket.
- Communicate with service billing and other departments to answer questions and concerns.
- Provide premier customer service to internal and external customers at all times.
- Other duties as assigned.
Required Skills/Abilities:
- Must have a working knowledge of MS Word, MS Excel and MS Access
- Must have strong math skills.
- Must have excellent communication skills, both oral and written.
- Strong attention to detail and enjoy working in a fast-paced environment.
Education and Experience:
Associates degree (A.A.) from two-year College or university; OR High school diploma/GED and two years training; OR equivalent combination of education and experience
Schedule:
- 8 hour shift
- Night shift
- On call