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The Service Dispatcher is responsible for the overall direction, coordination, implementation, execution, control, and completion of assigned work requests, ensuring consistency with company and customer contract terms.
Responsibilities:
Communicate with customers (email & phone) and create detailed work orders of the service requested.
Coordinate scheduling of work with customers, technicians, and other jobs/projects to maximize customer satisfaction. Also, takes into account customer urgency, parts/materials availability, and available manpower.
Checks in with technicians via phone and email ; provides them with hourly/daily updates regarding service call type, location, and scope of work.
Primary contact between the customer and the service department (account managers, service manager, technicians, and billing).
Responsible for taking service calls, quoted jobs, and warranty work from the initial call to working alongside service billing to complete the call.
Relay work orders, messages, or information to Project Managers, Sales, Technicians, Plumbers & management.
Review service jobs, quoted jobs, & service projects to determine time frame for completion, identify necessary tools and material, and hold the necessary manpower.
Review technicians work orders and identifies opportunities to quote additional repairs or new equipment, address warranty issues, and make sure all material is accounted for.
Continuous management of the dispatch board throughout the day. Check all open calls and dispatch accordingly.
Schedule or dispatch technicians & plumbers to appropriate locations, according to customer requests, specifications, or needs.
Work in progress report - Give status and scheduled completion date for each open and incomplete service order.
Escalate critical and/or sensitive issues to management with recommendation for resolution.
Perform additional assignments as required by the needs of the company or as directed by executives.
