Service Dispatcher (New York)

The Service Coordinator 2 performs service fulfillment coordination and administrative functions that support the efficient operation of the service office. Provides excellent customer service resulting in high-level customer satisfaction and potential sales growth. Is the initial point of contact for walk-ins and phone calls while maintaining a professional and courteous manner. Participates in the day-to-day and long-term process and procedures for the business.

This is an *ONSITE position

Position Responsibilities may include;

• Support the Service Operations Supervisor in scheduling and dispatching of Technicians for jobs (Start-ups/repairs, warranty, quoted, maintenance).
• Work with Sales Professionals to book jobs, order and track applicable parts to include communication of status of job.
• Enter, update and maintain the required information into the work order system. This includes work orders, new customer information, and technician hours for billing purposes.
• Schedule personnel, materials, sub-contractors and equipment based on project needs, skill sets, and availability based on job details.
• Review project paperwork, complete calls, and forward project paperwork to Project Administrators.
• Coordinate job startups and maintain communication with customer regarding scheduling for the startup and follow-up on jobs in progress/completed.
• Ensure timely closeout on all work orders and required associated paperwork (P.O., etc.) is received and filed with the proper job/customer information.
• Maintain customer satisfaction by responding to inquiries, special requests and investigating concerns and routing them to the assigned staff/technician.
• Manage Maintenance Agreement Renewal process and Warranty Authorization process.
• Allocate and track purchase requisitions. Organize and coordinate inventory processes.
• Participate in local office AP/AR functions. Follow up with customer to ensure that payment has been received.
• Coordinate operations interaction with the Parts Department and Acquisition, as necessary.
• Responsible for generating, interpreting, and printing various assigned reports and writing business correspondence and procedure manuals.
• Responsible for gathering local prevailing wage rates and sending hours worked by Technicians on those PW jobs to Human Resources.
• Provide initial notification of Workers Compensation claims to insurance carrier.
• Maintain filing for office, office equipment and supplies; (copier, telephone, fax, etc.) and follow good housekeeping practices.
• Participate in additional activities / projects as directed to support ongoing business needs.

Nature & Scope:

• Works within well-defined instructions
• Uses established procedures and works under supervision to perform assigned tasks
• Work is closely supervised

Knowledge & Skills:

• Excellent customer and relationship management skills and ability to calmly diffuse negative situations
• Ability to read, analyze, and interpret general business periodicals
• Strong working knowledge of MS Office Word, Excel, Outlook and PowerPoint and database systems, data entry
• Ability to write reports and business correspondence
• Ability to effectively present information and respond to questions from managers, clients, customers, and the general public
• Ability to apply concepts of basic algebra and geometry to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume
• High level of attention to detail and accuracy, analytical skills and ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
• Effective organizational and time management skills including prioritization skills
• Ability to interpret a variety of instructions furnished in written, verbal, diagram, or schedule form
• Ability to develop positive professional work relationships with business personnel, internal / external customers & clients
• Ability to work outside of normal business hours, overtime and weekends as needed

Competency:

Experience:

• 3-5 years of experience
• Experience working with Enterprise Resource Systems or order entry systems required

Education/Certification:

• Associates degree from a vocational/technical/business or 3+ years of relevant related experience in similar industry

People Management: No

Physical Requirements / Work Environment:

• Required regularly to sit, talk, and listen.
• Required to stand, walk, use hands to pick up, handle or feel and reach with arms.
• Ability to read and analyze written information on a computer terminal. Close vision and the ability to adjust focus are necessary.
• Must be able to travel within the company geography as required for business and work beyond normal work hours as necessary.
• Must be able to lift boxes and/or equipment of up to 25 pounds.
• Working Conditions noise level in the work environment is usually quiet to moderate.

Reports To:

• Manager, Service Operations

Pay range: $25.00-27.00 per hour

Qualified Applicants must be legally authorized for employment in the United States. Qualified applicants will not require employer sponsored work authorization now or in the future for employment in the United States.

The Company provides equal employment opportunity to all employees and applicants regardless of a persons race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities.