Job Summary:

This position provides a high level of customer service support to meet internal and external customer requirements.  Schedules, dispatches and coordinates technical filed staff and works collaboratively with team members to ensure the administration of multiple back office processes are executed accordingly to ensure the service delivery cycle flows accordingly and client KPI’s are met.  The Dispatcher fully supports the department and provides the field technicians with the necessary tools and information required to deliver on the expectations of our clients


Key Responsibilities

·         Coordinate the completion of service and maintenance work for field technicians and sub-contractors

·         Maintain real time updates on the schedule board for the technicians

·         Manage technician sign-in and sign-out protocols

·         Interface with customers and other departments to ensure successful completion of requests and resolution of service issues

·         Assign and monitor workflow, ensuring calls are dispatched to the appropriate tech

·         Conflict resolution through troubleshooting or relaying calls to a Level 2 Technician to expedite resolution.

·         Tracking of Technicians’ labor/work hours

·         Review completed work orders daily for completeness, work summaries, labor, client signatures, tasking etc. Acquire any missing information and/or close for further reconciliation

·         Provide follow up and supporting work order documentation for all completed work orders to clients daily

·         Monitor all work in progress (WIP) and work with technicians and Business Unit Managers

·         Ensure all relevant special safety, customer procedures and site specific information is on work orders provided to Service Technicians.  Ensure equipment and material lists are complete and recorded in Field Service Management System

·         Support the regional dispatch or shared services teams as required to ensure work order life cycle is smooth and internal and external client needs are met.


Education and Experience

·         Post-secondary education in related area of study or equivalent

·         2-4 years of related dispatch experience preferably in the HVAC/Electrical/Building industry, but general service industry is acceptable.

·         Demonstrated ability to meet deadlines and prioritize a heavy workload

·         Proven systematic and organized approach to multi-tasking

·         Demonstrates ability to work independently to complete assigned tasks with minimum supervision.

·         Working knowledge of related computer applications including the MS Office Suite of programs and Louts Notes


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