Field Service Dispatcher

The Field Service Dispatcher role is a communication hub, requiring excellent communication skills to ensure clear and accurate information is provided to both customers and technicians. This role also demands strong organizational skills and the ability to handle multiple tasks simultaneously in a fast-paced environment.

• Dispatch Coordination:
  • Schedule and dispatch service technicians based on customer requests, service orders, and location.
  • Maintain accurate records of technician locations, status, and availability.
  • Adjust schedules as needed to accommodate emergency service requests and priority changes.
• Customer Interaction:
  • Receive customer service requests via phone, email, or online portals.
  • Confirm service appointments with customers and provide estimated arrival times.
  • Address customer inquiries and concerns promptly, providing clear and accurate information.
• Communication:
  • Communicate service details and instructions to technicians, ensuring they have all necessary information.
  • Monitor technician’s progress and update customers on any changes or delays.
  • Serve as a liaison between customers, technicians, and management to facilitate effective service delivery.
• Administrative Duties:
  • Maintain detailed records of service calls, technician assignments, and customer interactions.
  • Review and distribute daily schedules and work assignments to technicians.
  • Process and file service-related documentation, including service reports and invoices.
• Technology Utilization:
  • Use dispatching software and systems to manage schedules and track technician movements.
  • Ensure accurate data entry and timely updates in the dispatch system.
  • Utilize GPS and other tracking technologies to monitor technician locations and optimize routes.
• Team Collaboration:
  • Collaborate with other departments to ensure cohesive service provision.
  • Participate in team meetings, training sessions, and professional development opportunities.

• Education:
  • A high school diploma or equivalent is required; an associate or bachelor’s degree in business, logistics, or a related field is preferred.

• Experience:
  • Minimum of 1-2 years of experience in dispatching, customer service, or related role.
  • Experience working and using an IT ticketing system.
  • A working understanding of SLAs (service level agreements).
  • Experience in low-voltage technology is an asset but not essential.

• Skills:
  • Excellent organizational and multitasking abilities.
  • Strong communication and interpersonal skills.
  • Proficiency in Microsoft Office Suite and experience with dispatching software.
  • Ability to work effectively under pressure and in a fast-paced environment.
  • Problem-solving skills and the ability to make quick, informed decisions.

Working Conditions:

• Environment:
  • Office-based with a hybrid structure
  • Standard office hours

• Physical Requirements:
  • Ability to sit for extended periods.
  • Ability to use a computer and telephone for prolonged periods.

Compensation and Benefits:

• Competitive salary based on experience and qualifications.
• Comprehensive benefits package, including health insurance, retirement plans, and paid time off.
• Opportunities for professional development and career advancement.

This job description conveys essential information about the nature and level of work employees perform in this role. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required. Management reserves the right to amend and change responsibilities to meet business and organizational needs