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Dispatcher (HVAC / Plumbing Company)

3 months ago

New Cumberland, United States HR Resolutions Full time
Job DescriptionJob DescriptionDispatcher

Controls, Service & Engineering Co., Inc. (CSE) based in New Cumberland, a family owned and operated business for over 50 years, is Central PA's best kept secret in the HVAC/Plumbing industry.  CSE provides high quality service and installations to the top industrial, medical & commercial buildings in the area.  Our cultural norms include:
  • Above and beyond
  • Choose your attitude
  • Open communication
  • Intentionally build connection
  • Own it
  • Improve and grow/always pursue better
  • I show gratitude…practice generosity…and apply grace
We are currently seeking a Dispatcher to join our team

You will be responsible for dispatching in manner servicing the Customer as per company policy in the most efficient and economical manner possible while maintaining superior customer service levels for customers in their area of responsibility.  This position will recognize how this impacts the CCRs ability to maintain good customer relations to reflect the policies, procedures and practices dictated by company policy in the tradition of excellence that has made Controls, Service & Engineering the company it is today and will take it into the future.

What you’ll do:
  • Dispatch technicians assigned to the Service Department according to CSE procedures
  • All technician certifications/eligibility rules for Client Sites are verified prior to dispatching
  • Receives CCR call notifications, determines urgency, and assigns to a technician according to CSE procedures
    • Urgent service calls scheduled within (2) hours w/ETA provided
    • Regular service calls scheduled within (24) hours
    • All attempts to use Primary account technician unless customer requests next available
    • Uses Technician/Site certifications according to CSE procedures
  • Schedules all Service Department work orders – consulting with Area Supervisor or Service Manager as needed according to CSE procedures:
    • Urgency
    • Location
    • Skill levels of technicians
    • PM and/or Quoted work scheduled with other work at same site or locations for efficiency
    • Identify priority of existing repairs and/or existing PM work orders
    • Scheduling priority is always driven by Customer and CSE needs
  • Dispatch Board’s next day schedule is set prior to end of day
    • Technicians are informed of WO#, type of work and location of work to be performed according to CSE procedures
    • Ensures Callback/Warranty WO#s are corrected in a timely manner according to CSE procedures
  • Daily work order information from Technicians to determine status of call according to CSE procedures
    • WO# closed
    • Return trip required
    • Follow-ups reported to appropriate personnel as needed
  • Top 80 customers
    • Monthly PMs – completed by 15th of the month
    • Spring PMs – started over 90% by May 31st – completed by June 30th
    • Summer PMs – started over 90% by August 31st – completed by September 30th
    • Fall PM – started over 90% by November 30th – completed by December 31st
    • Winter PMs – complete 100% by February 28th
  • Non-Top 80customers
    • Monthly PMs – completed by end of the month
  • Customer complaints – notify CCRs and Service Manager according to CSE procedures
  • Technician concerns – notify Area Supervisor, Service Manager and CSE President according to CSE procedures
  • Manpower concerns – notify Area Supervisor, Service Manager and CSE President of areas according to CSE procedures
  • Issues PO#s for WO#s according to CSE procedures
  • Coordinates Subcontractor Vendors according to CSE procedures
  • Identify issues found during daily Dispatch Board cleanup and inform the appropriate personnel according to CSE procedures
  • Identify and recommend weekend work as needed
To be considered, interested applicants should possess:
  • Previous “service industry” experience as a Dispatcher highly preferred
  • HVAC experience preferred but not required
  • Strong ability to prioritize and multi-task – no day will be the same
  • Ability to work independently and within a team 
  • High proficiency with computers, including Microsoft Suite
  • Willingness to go the extra mile for our customers (internal & external).
  • High level of communication skills both oral and written. (phone calls and email)
  • Excellent attention to detail and a high level of accuracy
  • Ability to make decisions when needed.
We offer a rich benefits package that includes medical, dental and vision insurance, short & long-term disability, a 401(k) benefit, and other voluntary benefits. On top of that, we provide vacation time and sick leave, as well as paid holidays

Qualified candidates should apply by submitting their cover letter and resume. Phone calls or emails direct to the company will not be accepted.

Controls Service Engineering is an Equal Opportunity Employer; M/F/D/V encouraged to apply.
 

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