Dispatcher 2

Overview

Oversees daily dispatch, allocates technicians, ensures SLA compliance and service efficiency.

Key Responsibilities

• dispatch management
• service scheduling
• escalation handling
• performance reporting
• mentorship training
• sla compliance

Tasks

-Conduct regular reviews of incomplete service calls, ensuring timely follow-up and resolution. -Support the scheduling and completion of preventative maintenance tasks in collaboration with Service Managers. -Use independent discretion in directing service calls to technicians, balancing their skills, workloads, geographic locations, and availability to optimize efficiency. -Develop a thorough understanding of market geography, technician expertise, and resource availability to enhance dispatch efficiency. -Serve as a point of escalation for complex or high-priority service issues, providing solutions to ensure timely resolution. -Assist in maintaining and updating the “on-call” schedules and verifying appropriate coverage for all service areas. -Generate and review operational performance reports, identifying opportunities for improvement and recommending actionable solutions. -Provide mentorship and training to dispatch team members, ensuring consistent application of best practices and policies. -Independently evaluate and prioritize service requests, including backlog, considering urgency, customer impact, SLA requirements, and resource constraints. -Collaborate with Service Managers and dispatch team members to resolve escalations and ensure alignment of resources with operational needs. -Ensure compliance with service level agreements (SLAs) and take proactive steps to address potential delays or missed commitments.

Requirements

• excel
• high school
• associate degree
• dispatch experience
• refrigeration
• problem solving

What You Bring

-Strong organizational skills and attention to detail for accurate scheduling and reporting. -Proficiency in using typical business tools including E-Mail, Word, Excel, etc. -High school diploma or equivalent experience. -Flexibility to adapt to changing priorities and work occasional evenings, weekends, or on-call shifts as needed. -Excellent communication skills, both written and verbal, with the ability to maintain professional relationships with customers and internal teams. -Demonstrated ability to work collaboratively in a team environment and provide mentorship to peers. -Proven ability to prioritize and manage multiple tasks in a fast-paced environment. -3-5 years of experience in dispatch operations, customer service, or a related field, preferably in a technical service environment. -Ability to understand and follow all company policies and procedures and all applicable State and Federal laws. -Associate’s degree or technical certification in a related field, preferred. -Strong problem-solving skills and the ability to remain calm under pressure. -Technical (refrigeration) expertise, preferred.

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Benefits

-Tuition reimbursement. -Company sponsored life insurance, as well as optional AD&D, short and long-term disability. -Employee discounts on vehicles, hotels, theme parks, select cell phone bills and so much more. -Paid vacation, holidays, and floating holiday. -Benefits: Medical, Dental, Vision and Prescription coverage. -Pet Insurance. -401(K) with Company match. -Legal Plan, and ID Theft Protection. -Competitive pay: $25-$38/HR

About Coolsys - Refrigeration And Hvac Systems

-Founded with a vision to transform the HVAC and refrigeration industry with innovative solutions. -Specializes in providing reliable and efficient systems for commercial and industrial spaces. -Known for tackling large-scale projects, such as retrofits, system upgrades, and new installations. -Brings a mix of experience and cutting-edge technology to enhance energy efficiency and performance. -Services span from refrigeration systems to complex HVAC infrastructure for buildings and utilities. -Has a reputation for delivering high-quality, sustainable solutions on time and within budget. -Leverages decades of expertise to meet the diverse needs of its clients across multiple sectors. -Offers both preventive maintenance and emergency response services to keep systems running smoothly. -Pioneers in integrating smart technologies into HVAC systems, improving functionality and control.

Sector Specialisms

Security Clearance

-pre‑employment criminal background screening required. -motor vehicle record (mvr) check for driving positions. -drug testing required for all positions.