Dispatch Coordinator (Roseville)

The Service Dispatch Coordinator will maintain Service Technicians’ daily schedules and dispatch the technicians for PM’s and service calls as needed. Follow-up with technicians and customers to ensure completion and/or schedule follow-up visit. Maintain customer database with current information. Provide clear and concise communication with department managers, employees, and customers, including keeping customers appraised as to company schedule and requested lead-times.

Support the Lead Service Coordinator with invoicing of Work Orders and creating quotes as needed.

NOTE: Remotely working from home is not available for this job position

ESSENTIAL JOB DUTIES AND EXPECTED RESULTS (The activities that are essential to the

business success and the expected results.)

1. Schedule & create work orders for preventative maintenance.
2. Procure reports for customers as needed.
3. Process and send out field reports to customers.
4. Schedule & create work orders for service repairs & projects.
5. Drive PM completions to improve Intech PM Compliance.
6. Dispatch and manage the workload of assigned technicians.
7. Utilize and maximize Service Software. (Viewpoint)
8. Receive and respond to all client inquiries.
9. Monitor customer issues to ensure problems are resolved in a timely manner with the best solution possible.
10. Follow-up on parts and rescheduling T&M calls.
11. Cut and Prepare Purchase orders accurately for payment.
12. Provide support to other Service Team members to ensure optimum customer support / service.
13. Process technician reimbursement requests.
14. Complete daily time reports for all technicians, verifying hours and expenses.
15. Maintain the “Open Work Order” report to ensure work orders are being scheduled and completed in a timely manner.
16. Perform / Back-up preparation of Service quotes as necessary.
17. Reconcile purchase orders to invoices prior to submitting to AP for processing.
18. Reconcile outstanding costs from completed work orders and invoice customers.

KEY PERFORMANCE INDICATORS: (Measurable activities and the corresponding results.)

1. All Service Calls are answered and scheduled within one hour of receipt.
2. Field reports are processed and sent to the customer within 1 day of completion.
3. Calls are returned to clients within 30 minutes of receipt.
4. Dispatch schedule is accurate and sent out to the field by 3:30 each day.
5. Scheduling and directing technicians are logistically maximized.
6. Dispatch decisions maximize company profitability.
7. PM Compliance – 90% of PM’s are performed and completed in their scheduled month.
8. Open Work Order Report has notes for all open work orders within a week or less at each weekly meeting.

QUALIFICATIONS:

1. 3-5 years HVAC service dispatching experience
2. Strong communication and organizational skills
3. Able to stay focused on work, minimizing personal distractions.
4. Ability to work as part of the service team.
5. Be dependable and have the availability to work scheduled hours each day in the office.
6. Knowledge of office administration and procedures a plus
7. Proficient in Microsoft Office, word, excel and outlook.

Physical demands/working conditions.

1. Prolonged sitting, lifting, bending, stooping, and stretching. Required eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator, and other office equipment. Ability to lift up to 25 lbs. Work is performed in an office environment.

The above job description is intended to describe the general nature and level of work performed by employees assigned to this position. They also provide the success criteria that are expected by employees working in this capacity. They are not intended to be construed as an exhaustive list of responsibilities. Additional duties may be assigned as required and/or success criteria are subject to change to meet the needs of the business.

Please send resumes to [email protected]

Intech Mechanical Company is an Equal Opportunity Employer