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Reporting to the Service Manager, this position will play an important role in the daily operations of the Service Department. The key responsibilities of this position are to attend to the needs of customers, co-ordinate the daily activities of service technicians and process/document work orders and invoices. The main activities and competencies of this position are as follows:
Activities:
Answering in-coming customer calls and responding to customer messages
Responding to customer enquiries (services performed, fees/rates, etc)
Maintaining the service department office/reception area
Coordinating all service calls, including:
Creating/updating customer information
Creating work orders and scheduling service trips
Dispatching work order/trip information to service technicians
Debriefing service technicians after every trip
Resolving incomplete work orders (ie ordering materials/parts, scheduling return trips, etc)
Documenting completed work; closing completed trips and/or work orders
Preparing invoices
Processing customer payments
Coordinating the dispatch schedule, including:
Forecasting workload, at least 3 days in advance, and scheduling trips accordingly
Updating the schedule for service technician absences (vacation, training, etc)
Maintaining the On Call schedule
Coordinating and maintaining maintenance contracts/agreements, including:
Processing renewals
Scheduling trips, in accordance with the terms of the contract/agreement
Following-up with customers regarding pending/recommended work
Processing warranty claims and facilitating the return of parts under warranty
Reviewing paperwork remitted by service technicians for completeness and accuracy (daily timecards, work orders/invoices, packing slips/vendor invoices, warranty paperwork)
Filing service related materials (work orders, invoices, warranty claims, etc)
Essential Skills
- Working with others
Additional Skills
- Ensure accuracy of completed time sheets, payroll and other summaries
- Monitor personnel workloads and locations
- Provide customer service
Work Setting
- Construction
- Repair and maintenance services
Work Location Information
- Urban area
Work Conditions and Physical Capabilities
- Attention to detail
Dispatcher Specific Skills
- Process and transmit information and instructions
- Operate computer-aided communications and dispatching equipment
- Maintain operator work records
- Dispatch personnel according to schedules and work orders
- Act as liaison between customers and drivers
- Keep track of shipments
- Follow-up on issues with work orders
Business Equipment and Computer Applications
- Dispatch management service software
- Monitoring and tracking software