Service Dispatch Coordinator
Location
Wichita, KS | United States
Job description
U.S. Engineering has been an industry leader since 1893. How? Constant innovation and a willingness to evolve. The construction industry changes rapidly, and we cultivate a dynamic workplace where even our newest team members can influence change and make an impact. We know that our most valuable asset is our people. Join us!
Service Dispatch Coordinator The Service Dispatch Coordinator will provide efficient and effective coordination of service calls and technician schedules by delivering the ultimate customer experience for both internal and external customers.
Principal Duties and Accountabilities: - Coordinate all dispatch, work assignments, and work order processes that facilitate communication between our customers, management, and service technicians to ensure timely and efficient service and proper accounting procedures for the assigned region.
- Serve as primary point of contact within the Service Coordination and Administration group for both operational and technician support activities within a specific region.
- Maintain and direct the service work order process and scheduling of preventative maintenance and service calls on the Dispatch Board. Ensure proper client site, client, and job set-up in the enterprise-wide accounting software, SAMPro. Establish new and close completed work orders as necessary.
- Monitor/track service department work assignments and locations, through ongoing communication with Field Operations Supervisor and Service Technicians.
- Answer telephones for the region and facilitate customer requests and calls as appropriate. Communicate directly with peer Service Coordinators as needed to support work crossing regional boundaries.
- Issue purchase orders for parts/equipment, small tools, and inventory at the request of Service Technicians or Field Operations Supervisor.
- Assist in billing, and payroll efforts for the region. Verify Service Technician labor hours, enter expenses, and purchase orders into SAMPro. Work closely with Central Support Services Management to ensure dispatch and billing processes are in alignment, accurate, timely, and efficient.
- Coordinate field man-power needs with Field Operations Supervisor. Track and provide necessary reports for technician vacation or off time.
- Coordinate the after-hours on-call schedule for Service Technicians; communicate schedule, and follow up each morning with the previous day's on-call Technician to ensure follow up with customers.
- Track equipment certifications that are under regulatory requirements; send notifications to customers to generate re-certification service calls.
Education: - High School Diploma or equivalent required.
Experience: - In-depth knowledge of HVAC and/or PLUMBING systems as well as servicing of those systems.
- Equivalent combination of field and relevant leadership experience will be considered.
- Minimum of 5 years of relevant experience is required. This could include any of the below, or a combination of:
- Project management, service management, and sales within commercial and industrial environments in the mechanical construction industry.
- Field experience servicing and/or installing HVAC and/or PLUMBING systems.
Knowledge, skills, and abilities: - Ability to work autonomously and proactively in fast paced, multi-tasking environment.
- Must possess excellent customer service and interpersonal skills.
- Ability to ensure accuracy and consistency in scheduling, customer information, and work orders.
- Ability to manage challenging customer situations and maintain a customer-centric approach.
- Strong customer service and professional communication skills, both verbal and written.
- Strong interpersonal skills to foster a positive team environment and promote collaboration.
- Intermediate skill in MS Office suite of products - Word, Excel, etc.
- Basic level skill in Access preferred.
- Ability to maintain awareness of the overall service operations, including tracking technician locations, service call statuses, and resource availability.
- Capability to coordinate multiple service requests, technician schedules, and customer requirements simultaneously, ensuring efficient resource allocation and timely response.
- Keen eye for detail and accuracy when reviewing service requests, work orders, and other documentation to ensure precision and prevent errors.
- Willingness to expand knowledge and skills through training and professional development opportunities.
- Efficient time management skills to prioritize tasks, meet deadlines, and ensure prompt and accurate dispatching of technicians.
Physical and/or travel demands: - No travel required.
- This position is done in a typical office setting, mostly sitting at a desk. Frequent use of computer keyboard, monitor, and telephone. Some standing, bending, and lifting light files is required.
- May require occasional bending, stooping, and lifting of files, light office equipment, etc.
- Ability to adapt to changing circumstances, handle unexpected challenges, and remain composed under pressure.
- Proficiency in operating computer systems, software, and communication devices required for dispatch operations, including data entry and handling various administrative tasks.
- Capacity to analyze complex situations, identify patterns, and make informed decisions in a fast-paced and time-sensitive environment.
- Capability to handle high-pressure situations, such as managing urgent service calls or resolving conflicts, while maintaining composure and professionalism.
- Ability to quickly assess problems or issues, evaluate available options, and implement effective solutions to maintain service quality and customer satisfaction.
- Skill to make sound judgments based on available information, company policies, and customer needs, ensuring the best outcomes for all parties involved.
- Flexibility to adjust plans, schedules, and resource allocation in response to changing priorities, emergencies, or unforeseen circumstances.
Benefits and Compensation: - The range for this position has been established at $23.00 to $32.00 per hour and is U.S. Engineering's good faith and reasonable estimate at the time of the posting. The compensation offered to the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty, and training.
- Your total compensation will go beyond the number on your paycheck. Team members are eligible for a year-end bonus based on company and/or individual performance as well as paid time off. An industry-leading benefits package including health, dental, and vision plans, and retirement.
This position will be posted until March 1, 2024. To apply, please visit Candidates must be legally authorized to work in the United States on a full-time basis without requiring future sponsorship for employment visa status.
U.S. Engineering is an Equal Employment Opportunity Employer and shall provide equal employment opportunities to all people in all aspects of employer-employee relations, without regard to race, color, creed, national origin, religion, sex, age, sexual orientation, gender identity, disability or veteran status.
U.S. Engineering is compliant with the Drug Free Workplace Act, and all offers of employment are contingent upon the completion of a pre-employment drug screen.
Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be construed as an exhaustive list of all responsibilities and job specifications required of employees so classified. U.S. Engineering reserves the right to revise as needed. The job description does not constitute a written or implied contract of employment.
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