Service Manager/Dispatcher

Service Dispatcher

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

Benefits

• Paid Training
• Medical benefits
• Retirement plan
• Paid time off
• Career Advancement Opportunities
• Competitive Compensation
• Family working atmosphere
• Year-Round Work

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 service technicians, suppliers, and service customers. Representative duties include:

• Assisting the Operations 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.
• Training field technicians in customer service skills, non-technical procedures, sales and marketing techniques.
• Maintaining a working relationship with the accounts receivable staff on the collection of problem accounts, negotiating credit when applicable to build the customer base, overseeing open account customers when credit limit has been exceeded.
• Coordinating the scheduling of picking up and delivering parts for ongoing projects.
• 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 Operations 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 Operations Manager.
• Performing related staff-level duties as directed by the Operations Manager.

Job Qualifications:

• Proven supervisory experience in a customer service environment, preferably in HVAC contracting or building services industry.
• Ability to negotiate orders with suppliers to ensure prompt and timely receipt of materials at the best possible price.
• Excellent oral and written communication skills, including the ability to work with diverse customer groups.
• Basic knowledge of HVACR technology, including the ability to provide support, and even advice, to an on-site technician.
• Knowledge of HVAC-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, as needed.
• Skill and ability to sell service jobs and maintenance contracts.
• Ability to comprehend and implement applicable federal, state, and local government laws, rules, and regulations, as they apply to the HVAC industry.
• Ability to assist technicians scheduled for call duty in delivery of prompt, efficient service to after-hours customers.
• Current driver's license.

Compensation: $80,000.00 per year