Assists in the routing and re-routing of the technicians based on the schedule provided and interacts with the customers to determine their needs by performing the following duties.
Duties/Responsibilities:
Works effectively with Field Service Managers and Service Manager to dispatch / assign workers to sites during business hours which could include weekends and holidays.
Ability to schedule manpower and prioritize work schedule based on customer required ETA.
Coordinate with customer POC to find acceptable times for tech to be dispatched to site.
Communicates known updates re: client/site/equipment to the Service System Administrator to ensure the ERP is always up to date.
Maintains quality service by following organization standards.
Enter incoming service calls via email or by phone into dispatching software.
Answer all incoming phone calls before the third ring.
Time stamp techs and log labor and parts used into software.
Enter materials into purchase orders when needed.
Edits/Updates work order attachments or file names to assist with future recall or billing needs.
Generates appropriate paperwork / forms for assigned technicians as needed.
Be available to answer technician questions.
Debrief Service Technicians after completion of each call and update work order in ERP.
Maintain the dispatch board / schedule.
Update service database from service ticket.
Communicate with service billing and other departments to answer questions and concerns.
Provide premier customer service to internal and external customers at all times.
Other duties as assigned.
Required Skills/Abilities:
Must have a working knowledge of MS Word, MS Excel and MS Access
Must have strong math skills.
Must have excellent communication skills, both oral and written.
Strong attention to detail and enjoy working in a fast-paced environment.
Education and Experience:
Associates degree (A.A.) from two-year College or university; OR High school diploma/GED and two years training; OR equivalent combination of education and experience