Service Coordinator/Dispatcher

3 weeks ago


New York, United States EMCOR Group Full time

**Description**

Include the following. Other duties will likely be assigned.

+ Monitor personnel or equipment locations and utilization to coordinate service and schedules.

+ Schedule or dispatch workers, work crews, equipment, or service vehicles to appropriate locations, according to customer requests, specifications, or needs, using radios or telephones.

+ Oversee all communications within specifically assigned territories.

+ Relay work orders, messages, or information to or from work crews, supervisors, or field inspectors, using telephones or two-way radios.

+ Confer with customers or supervising personnel to address questions, problems, or requests for service or equipment.

+ Communicate with customers (email & phone) and create detailed work orders of the service requested.

+ Coordinate scheduling of work with customers, technicians, and other jobs/projects to maximize customer satisfaction. Also, takes into account customer urgency, parts/materials availability, and available manpower.

+ Checks in with technicians via phone and email; provides them with hourly/daily updates regarding service call type, location, and scope of work.

+ Primary contact between the customer and the service department (account managers, service manager, technicians, and billing).

+ Responsible for taking service calls, quoted jobs, and warranty work from start (initial call) to completion (billing).

+ Review service jobs, quoted jobs, & service projects to determine time frame for completion, identify necessary tools and material, and hold the necessary manpower.

+ Review technicians work orders and identifies opportunities to quote additional repairs or new equipment, address warranty issues, and make sure all material is accounted for.

+ Accurately reviews of all previous day field visits and send updates to customers, account managers, and service manager as needed.

+ Continuous management of the dispatch board throughout the day. Check all open calls and dispatch accordingly.

+ Escalate critical and/or sensitive issues to the Superintendent with recommendation for resolution.

+ Comply with all Company operating policies, procedures, and safety programs as established.

+ Perform additional assignments as required by the needs of the company or as directed by executives.



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