Dispatcher

1st Employment

Job Details

The Dispatcher is responsible for coordinating and scheduling field service technicians for maintenance, repairs, and emergency service of generators and related power systems. This role ensures efficient resource allocation, timely response to customer needs, and effective communication between customers, technicians, and internal departments.

Key Responsibilities

Scheduling & Coordination:
- Dispatch service technicians based on priority, skill set, location, and workload.
- Plan and monitor daily service schedules, adjusting in real time as needs change.
- Coordinate preventive maintenance schedules and track service contracts.
Customer Communication:
- Receive and process incoming service requests via phone, email, or work order system.
- Communicate estimated arrival times and updates to customers.
- Provide excellent customer service while managing expectations and timelines.
Work Order Management:
- Create, assign, and close work orders in the company's service management system (e.g., ServiceTitan, Salesforce, or similar).
- Verify job details, parts requirements, and technician notes for accuracy and completeness.
- Maintain accurate service logs and records for reporting and billing purposes.
Coordination with Internal Teams:
- Liaise with parts, sales, and operations teams to ensure delivery timely service.
- Support warranty and invoicing processes by providing accurate service documentation.
- Work closely with management to prioritize critical customers and emergency outages.
Performance Monitoring:
- Track technician productivity, response times, and service completion rates.
- Identify opportunities to improve scheduling efficiency and customer satisfaction.

Qualifications

Education: High school diploma or equivalent required; associate or bachelor's degree preferred.
Experience:
- 2+ years of experience in dispatching, logistics, or service coordination (preferably in generator, HVAC, electrical, or mechanical industries).
- Experience using service scheduling or field management software.
Skills:
- Strong organizational and multitasking abilities.
- Excellent communication and problem-solving skills.
- Proficiency in Microsoft Office (Excel, Outlook) and dispatch software.
- Ability to work in a fast-paced, customer-focused environment.

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Vacancy posted 1 day ago

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