Dispatcher

Service Coordinator

Mechanical Resource Group, an HVAC, hydronics, sales, and service organization, is seeking a Service Coordinator. The Service Coordinator will manage and implement MRG dispatching processes and technologies to effectively maintain work schedules for technicians and assure that customer needs/commitments are met.

MRG Core Values

• Industry leader committed to excellence
• Servant heart
• Committed to personal & professional growth
• Strategic selling team

Responsibilities

• Dispatch PM personnel to satisfy customer problems based on skills, nature of problems, location of problem and location of personnel. Effectively match technician skill level with problem while maintaining cost effectiveness.
• Provide logistical support to the field to assure maximum output per labor-hour. Communicate schedule to customer.
• Provide effective work schedules for field personnel to maximize use of skills while cost effectively meeting customer needs and providing contingency time for emergency calls.
• Partner with Maintenance Manager in the execution of Preventative Maintenance activities:
• Determine and dispatch appropriate service representative to ensure quick and efficient resolution of problems while building and maintaining customer confidence and satisfaction. Keep the customer informed of the action taken.
• Maintain awareness of field activities and mechanical systems to ask appropriate questions and gather sufficient information for the timely and cost-effective dispatching of appropriate personnel, tools, and equipment.
• Review project scope of work to determine appropriate skill set(s) required for proper execution and target profitability; Coordinate with Service Supervisors as required for understanding/clarification; Dispatch accordingly.
• Schedule preventative maintenance customer base on time and in accordance with contract terms.
• Identify and manage outstanding open calls and communicate to the Maintenance Manager for management of completion of all open calls.
• Audit reports daily and in accordance with established procedures; Maintenance Manager will complete secondary review of all completed work orders before advancing them to the Financial Analyst for processing.
• Inform Maintenance Manager about work progress, customer relations, field personnel relations and other matters affecting service operations.
• Issue daily dispatch email to all MRG personnel.
• Support MRG refrigerant management process by ensuring technician compliance during work order audit process.
• Maintain understanding of mechanical systems to make appropriate decisions in scheduling all types of work (P.M., repairs, replacement, etc.).
• Advise Maintenance Manager of customer complaints to expedite resolution ensuring and maintaining long term relationships. Communicate resolution to customer.
• Build and maintain rapport and positive working relationships with field and office personnel to resolve problems, employ opportunities, and maximize profits.
• Build rapport and productive working relationships with customers, vendors, and other outside contacts.
• Provide support for any special projects as assigned by your manager. These special projects, at the determination of your manager, may or may not become part of this position's primary responsibilities.

Qualifications:

• 2+ years of dispatch experience or relevant military experience preferred
• Background in construction, HVAC, mechanical services, or a similar service-based industry is a plus

Skills:

• Able to work under pressure, managing multiple priorities and follow through on requests
• Comfortable communicating directly with customers and internal employees
• Proficient in Microsoft Office and ability to learn dispatching software
• Strong attention to detail
• Teamwork and communication

Benefits Package includes:

• Medical
• Dental
• Vision
• Paid Life/AD&D Insurance
• Paid Long-Term Disability
• Voluntary Life Insurance
• Voluntary Short Term Disability
• 401K/401k Match
• Health Savings Account
• Flexible Spending account
• Paid Vacation