Scheduling Coordinator/Dispatch

Austell, GA, GA

Position Summary:

The Scheduling Coordinator/Dispatch is expected to perform a variety of duties in the coordination of scheduling preventive maintenance services for our customers. The Service Coordinator/Dispatch assists and supports the Field Service Operations team to provide the highest level of customer service to both internal and external customers.

Responsibilities:

• Schedule, quote, and discuss repair services with customers and technicians.
• Provide customer updates on services and invoices in person and over the phone.
• Communicate with management about invoicing, customer complaints, and technician needs.
• Dispatch field service technicians to customer sites.
• Open work orders and update applicable systems with service history.
• Process and close work orders for completed work.
• Process and respond to scheduling requests from Customers, Technicians, and Engineers as received.
• Submit items requiring Contract Amendment/Adjustment to Customer Accounts to the Contracts department.
• Communicate POC Site changes to the Contracts Department.

Scheduling:

• Accurately maintain daily, monthly, and annual T&M and PM scheduling systems.
• Schedule site visits, Repair Services, and UPS PMs.
• Maintain T&M Parts process and communicate to the customer when parts have been ordered and received as needed.
• Maintain and researched all month-end scheduling open tickets required to process invoices.
• Audit and process weekly schedules and work orders.
• Schedule Technician generator repairs as requested by the customer.
• Schedule Tech Training as requested by the Management Team.

Education/Qualifications:

• High School Diploma required; Associate degree strongly preferred.
• Minimum of three (3) years experience in the service industry scheduling or dispatching, preferably in the HVAC, electrical or automotive environment.
• Familiarity with WennSoft Service and Great Plains Software, helpful but optional.

Success Characteristics:

• Excellent communication skills, the ability to multitask, strong organizational skills, and attention to detail are necessary.
• Strong sense of urgency and prioritization skills.
• Self-motivated.
• Excellent problem-solving skills and takes the initiative to solve problems creatively.
• Must have strong conflict-resolution skills.
• Excellent time management skills.
• Ability to learn industry-specific technical terms to communicate with the customer effectively.
• Punctuality, adaptability, remain calm in stressful situations.
• Must be a self-starting, multi-tasker with a “Can Do” attitude.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift 15 pounds at times.
• Must access and navigate each department at the organization’s facilities.

Salary: DOE

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