Dispatcher - Service Coordinator

Overview

Dispatches technicians, handles service requests, and coordinates schedules.

Key Responsibilities

• dispatch
• scheduling
• job review
• customer communication
• escalation
• compliance

Tasks

-Escalate critical and/or sensitive issues to the Superintendent with recommendation for resolution. -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. -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. -Monitor personnel or equipment locations and utilization to coordinate service and schedules. -Continuous management of the dispatch board throughout the day. Check all open calls and dispatch accordingly. -Comply with all Company operating policies, procedures, and safety programs as established. -Accurately reviews of all previous day field visits and send updates to customers, account managers, and service manager as needed. -Review service jobs, quoted jobs, & service projects to determine time frame for completion, identify necessary tools and material, and hold the necessary manpower. -Communicate with customers (email & phone) and create detailed work orders of the service requested. -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. -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). -Schedule or dispatch workers, work crews, equipment, or service vehicles to appropriate locations, according to customer requests, specifications, or needs, using radios or telephones. -Checks in with technicians via phone and email; provides them with hourly/daily updates regarding service call type, location, and scope of work. -Oversee all communications within specifically assigned territories.

Requirements

• microsoft office
• dispatching
• construction
• high school
• customer service
• supervision

What You Bring

-Must possess ability to manage and supervise personnel. -Must be self-motivated and able to work efficiently in a fast-paced environment. -Strong customer service skills. -High School diploma or GED required. -Knowledge of the construction industry. -Must have high standards of quality with attention to detail. -Familiarity with Microsoft Office applications, (i.e. Outlook, Word and Excel) -Must build positive working relationships with multiple levels of employees, management, suppliers, and customers. -Proficiency with dispatching switchboards or systems. -Working knowledge of federal, state, and city regulations and guidelines. -Must have excellent organizational, communication, strategic, technical, analytical, problem solving, and multi-tasking skills. -Minimum 3 - 5 years related experience dispatching.

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About Penguin Air Conditioning, Corp.

-Evolved into a full-service mechanical & electrical contractor -Backed by parent EMCOR, handles complex HVAC, power delivery, insulation, rigging, water treatment, and control systems -Services span from design and commissioning to long-term operations across commercial, financial, tech, and energy clients -Typically engages in major installations in entertainment venues, office towers, law, and accounting firms -Known for cost-conscious engineering during project design and long-term operational efficiency

Sector Specialisms