HVAC Dispatcher - ABM Industries

Overview

The Dispatcher, reporting to the Service Manager, is responsible for dispatching of HVAC Service Technicians to customer locations. This position will also grow to include additional business functions such as: perform moderately complex accounting activities associated with maintaining a complete and accurate general ledger for financial reporting to management. Works under general supervision following clearly defined procedures and policies.

Essential Functions

· Support the performance of the branch operations, including planned and unplanned maintenance/service calls from customers.

· Support successful operations consistent with ABM policies, programs, procedures, systems and guidelines.

· Support monthly maintenance planning process to schedule and dispatch field technicians.

· Act as a single point of contact for all types of customer service request and emergency calls.

· Prioritize calls based on severity and availability of appropriate service tech.

· Qualify every request for service to establish maximum response time requirements.

· Determine and dispatch appropriate technicians to ensure quick and efficient resolution of problems while building and maintaining customer confidence and satisfaction.

· Communicate schedule with customer and keep customer informed of actions taken.

· Inform Service Manager of work progress, customer relations, field personnel relations, material administration and other matters affecting service operations.

· 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.

· Audit service reports weekly in accordance with established procedures.

· Provide logistical support to the field to assure maximum output per labor-hour.

· Maintain understanding of mechanical systems in order to make appropriate decisions in scheduling all types of work (P.M., repairs, replacement, etc.).

· Inform Service Manager of work progress, customer relations, field personnel relations, material administration and other matters affecting service operations.

· Provide support for any special projects as assigned by your supervisor/manager as assigned.

Qualifications

· High School Diploma or GED is required.

· Must have a minimum of three (3) years of experience dispatching and/or a service capacity, preferably in the HVAC / Electrical / Mechanical service industry.

· Mechanical aptitude to ask questions and anticipate the next step in the process is critical.

· Professional communication skills over the phone and email with customers and internal team members.

· Working knowledge of local geography, ability to read maps.

· Ability to multi-task and be detail oriented with strong organizational skills.

· Ability to use discretion and judgment to make timely decisions.

· Strong computer skills with Microsoft Word, Excel, Outlook.

· Available as necessary for after-hours dispatching.

· 5% travel (for training purposes).