Service Dispatcher Details

Service Dispatcher

Garment Machinery Company, Inc. - Needham Heights, MA

Employment Type : Full-Time

Primary Job Function: Maintain the Service Technicians daily schedules and dispatch the technicians as service calls are completed. Schedule return trips with customers when parts are in. Maintain the on-call schedule for service technicians. Maintain customer database with current information. Clear and concise communications with department managers, employees and company customers, including keeping customers appraised as to company schedule and requested lead-times. Provide accounting with maintenance contract billing information.

Daily Duties:

1. Must be able to maximize opportunity, involves sending the right tech to right call. (Understanding individual technician strengths and weaknesses.)

2. Must understand and demonstrate prioritizing calls looks at customer history and potential revenue opportunity.

3. Must be able to make quick and effective decisions, by replacing existing calls on the schedule with newly booked calls that have a higher priority with the goal of maximizing opportunities.

4. Maintains all tech scheduling in ServiceFusion (days off, early or late start and on call) dispatch Service Technicians, one call at a time.

5. Hold techs accountable for check in times (45 mins into call) and watching their time on the job keeping management updated when tech is taking longer than the what is needed on the call.

6. Encourages and coach’s tech before and after calls. (Feed off of techs attitudes and keep them in a positive mindset)

7. Schedule, coordinate, build work orders for all service calls as calls are received.

8. Must never let a call go late by always watching the timeline ensuring all customers are notified if we are running late or behind.

9. Proactively reviews calls (looking for landmines) review calls currently on the board, and for the following 3 days looking for anything that can cause an upset customer, incorrect notes/information.

10. Maintains up-to-date route and sequence changes to achieve the goal of the best possible customer service in the most efficient time and at the least possible cost.

11. Reviews jobs that have finished to ensure invoices are correct (summaries, options, payments, equipment, extended warranties etc.…) Hold tech accountable for any paperwork (HD, warranty returns, etc.…)

12. Contact management for any parts that need to be ordered.

13. Contact customers with a "Parts Pending" status as parts are received for scheduling.

14. Maintain the maintenance agreements, including billing, scheduling, database information.

15. The CSR handles service calls from customers projecting a professional image and using the company prepared script

16. Provide Fast Friendly and Fun customer service to both internal and external customers, must have very pleasant telephone demeanor and be able to demonstrate good customer service and telephone skills.

17. Be knowledgeable and current on pricing, seasonal promotions, coupons and another price related information.

18. The CSR must be goal oriented self-starting, and energetic.

19. The CSR must be familiar with company policies and be able to communicate with customers in regards to services the company provides with a high degree of accuracy.

20. The CSR must be able to work with other employees, management, and technicians to get the job done correctly and in the best interest of our customers, while abiding by Company policies and procedures.

21. Basic sales skills, thinks “out of the box” to help schedule calls.

22. Other duties as assigned.

Performance Indicators: Certain key business indicators that will measure the effectiveness of the Service Dispatcher. These include the following

1. Number of customer complaints due to scheduling.

2. Number of return trips/call backs due to scheduling inefficiencies.

3. Accuracy of customer history files.

4. Accuracy of customer Maintenance Agreement files.

5. Timeliness of billing information to accounting.

Job Type: Full-time

Pay: $27.00 - $31.00 per hour

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Needham Heights, MA 02494: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Dispatching: 1 year (Preferred)

Work Location: One location