Service Dispatcher

Service Dispatcher

The Service Dispatcher reports to the Service Manager and Office Manager, and is responsible for assisting in the administration, field productivity, and field profitability of the Service Department. The incumbent also assists the Service Manager in achieving the applicable sections of the corporate strategic plan.

Initiative, integrity, organizational, and supervisory skills are essential to achieving departmental and corporate goals in this position. Job-related contact can occur with virtually all demographic groups, with the majority of daily contacts being with Swann Mechanical Services service technicians, suppliers, and service customers. Representative duties include:

• Assisting the Service Manager in the planning, organizing, and coordination of department resources and goals.
• Scheduling service jobs taking into consideration the expected complexity of the job versus the experience and capabilities of available technicians.
• Cooperating with all Department Managers in support of all facets of the Service Department's goals and objectives.
• Helping in the resolution of customer complaints in a timely, efficient and cost-effective manner, and reporting all such incidents to the Service Manager.
• Working with suppliers on issues pertaining to parts performance, reliability, pricing, and availability; while reporting difficult and high profile problems and issues to the Service Manager.
• Performing related staff-level duties as directed by the Service Manager and/or Office Manager.

Job Qualifications:

• Proven supervisory experience in a customer service environment preferably in HVACR contracting or building services industry.
• Excellent oral and written communication skills, including the ability to work with diverse customer groups, all personnel levels in the HVACR field, suppliers, and the hearing impaired.
• Basic knowledge of HVACR technology, including the ability to provide support, and even advice, to an on-site technician.
• Knowledge of HVACR-related terms, training, job-costing, marketing and sales.
• Ability and initiative to work a non-standard schedule, including a willingness to be on-call for purposes of taking emergency service calls.
• Ability to serve as the Service Manager in the absence of the incumbent.
• Physical ability and initiative to meet with customers on the job-site to demonstrate Swann Mechanical Services's commitment to superior customer service and concern for its clients.
• Skill and ability to sell service jobs and service contracts, face-to-face, in a letter, and on the phone.
• Ability to comprehend and implement applicable federal, state, and local government laws, rules, and regulations, as they apply to the HVACR industry.
• Ability to assist technicians scheduled for call duty in delivery of prompt, efficient service to after-hours customers.
• Knowledge of Excel, Work, Adobe Acrobat and Service Titan
• Current GA driver's license.

Compensation: $15.00 - $20.00 per hour

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