Senior Service Dispatcher - Emergency & Scheduling Pro

25 Harris Mountain West, LLC (Ogden); Shreveport (LA); Presencial; USD 48.000 - 73.000; Jornada completa

Descripción de la vacante

Harris is seeking a Service Dispatcher to coordinate and dispatch plumbing and mechanical service technicians across multiple regional locations. This role links customers, field technicians, service managers and the office to ensure efficient scheduling, prioritize emergencies, and provide timely updates.

The ideal candidate is highly organized, customer-focused, and able to manage multiple priorities in a fast-paced environment while maintaining an accurate daily schedule.

Formación

• High school diploma or equivalent required.
• Previous dispatching, scheduling, customer service, or administrative experience preferred.
• Experience in plumbing, HVAC, mechanical contracting, facilities maintenance, or a similar service industry is a plus.
• Familiarity with service management software, dispatch systems, Microsoft Outlook, Excel, and other office applications preferred.

Responsabilidades

• Dispatching and Scheduling: Schedule and dispatch plumbing and mechanical service technicians to customer locations based on availability, skill set, location, and urgency.
• Coordinate daily service schedules, emergency calls, callbacks, preventative maintenance visits, and follow-up appointments.
• Monitor technician locations, job progress, and estimated completion times throughout the day.
• Adjust schedules as needed to accommodate urgent calls, delays, cancellations, and changing customer priorities.
• Communicate job assignments, customer information, scope of work, and special instructions to technicians.
• Coordinate after-hours and emergency service requests according to company procedures.
• Customer Service and Communication: Answer incoming service calls, emails, and customer inquiries in a professional and timely manner.
• Gather accurate information regarding service issues, equipment, site conditions, and customer needs.
• Communicate appointment windows, technician arrival times, scheduling changes, and service updates to customers.
• Maintain positive customer relationships by providing dependable service and clear communication.
• Escalate customer complaints, urgent issues, and service concerns to the appropriate manager.
• Service Coordination and Documentation: Create, update, and maintain service work orders in the company's dispatching or service management software.
• Ensure work orders contain accurate customer information, service locations, problem descriptions, equipment details, and requested services.
• Track work order status from dispatch through completion.
• Follow up with technicians to obtain job updates, completion notes, labor hours, materials used, and recommendations for additional work.
• Coordinate return trips, parts availability, subcontractors, and additional technician support as necessary.
• Assist with reviewing completed work orders for accuracy and completeness before invoicing.
• Team and Department Support: Work closely with service managers, technicians, project managers, warehouse personnel, and accounting staff.
• Help maximize technician productivity by minimizing unnecessary travel, scheduling conflicts, and downtime.
• Identify scheduling issues and communicate workload concerns to management.
• Assist with preventative maintenance scheduling, customer follow-ups, and service agreement coordination.
• Maintain accurate records and protect confidential customer and company information.

Educación

High school diploma or equivalent

Herramientas

Microsoft Outlook

Excel

Service management software

Dispatch systems

Descripción del empleo

Harris is seeking a Service Dispatcher to coordinate and dispatch plumbing and mechanical service technicians across multiple regional locations. This role links customers, field technicians, service managers and the office to ensure efficient scheduling, prioritize emergencies, and provide timely updates.

The ideal candidate is highly organized, customer-focused, and able to manage multiple priorities in a fast-paced environment while maintaining an accurate daily schedule.