Service Coordinator & Dispatch Lead (Temp to Perm)

Blake Thermal Sales & Service, Inc.; Portland (ME); On-site; USD 52,000 - 72,000; Full time

Benefits offered by this job

401k

Health benefits

Life/AD&D insurance

Training with advancement

Job summary

Blake Thermal Sales & Service, Inc. in Portland, ME is seeking an experienced Service Coordinator to plan, coordinate, and direct the activities of our service technician team within the Portland branch.

The Service Coordinator is responsible for customer communication ensuring the highest level of customer service and for all technician operational and time metrics reporting. They will efficiently schedule technicians, dispatch and track time, manage service orders in CMMS, and work with the

Qualifications

• High school diploma or equivalent.
• Demonstrated customer service skills required.
• Ability to prioritize tasks and manage fluctuating workload to meet deadlines.
• Ability to accurately synthesize information (text and numerical) from multiple sources, analyze, calculate and summarize data verbally and in writing.
• Service industry experience in service operations, service dispatch or service scheduling strongly preferred.
• Basic accounting and business principles.
• Demonstrated competence in written and verbal communication skills.
• Ability to positively represent Blake Thermal Sales & Service, Inc. and communicate with others at varying technical levels.
• Ability to use CMMS software and financial accounting systems.
• Demonstrated proficiency in MS Office (Excel, Word, PowerPoint), and basic Windows environment.

Responsibilities

• Efficiently schedules and manages service technician's time, materials, sub-contractors and equipment based on project needs, skillsets and technician availability.
• Dispatches service technicians and provides ongoing communication to customers.
• Reconciles daily service schedule to time spent on job work orders. Properly enters and codes time into HR timeclock system. Uses GPS technology as timeclock and tracks dispatched technicians throughout the day to maintain highest productivity and cost efficiency.
• Generates and manages service orders in our Computerized Maintenance Management System (CMMS).
• Under supervision of the Service Manager, schedules apprentice and technician training for both seminars and on-job-training.
• Works closely with a Service Manager and Field Service Supervisors to prepare monthly and weekly execution plans for scheduled service and startup visits, aligning technician skill levels to assigned tasks.
• Coordinates workorder parts requirements with the Parts Department and stages parts for the technicians.
• Issues purchase orders as needed. Ensures material costs are posted to appropriate customer sales order.
• Maintains customer satisfaction by investigating concerns, routing them to the assigned staff, and responding to special requests.
• Accurately enters field-reported service information into CMMS. Documents include service orders, material purchases, and other service work related transactions. Ensures technicians are submitting paperwork daily.
• Tracks and posts key operational metrics to ensure that team is meeting or exceeding its productivity objectives and delivering on its financial targets.
• Coordinates service-related materials, ensuring that files are accurate, orderly and up to date
• Bills customers utilizing data from CMMS and ERP systems in a timely manner.

Skills

Customer service

Prioritization

Data analysis

MS Office

CMMS

Time management

Communication

Education

High school diploma or equivalent

Tools

ERP systems

Job description

Blake Thermal Sales & Service, Inc. in Portland, ME is seeking an experienced Service Coordinator to plan, coordinate, and direct the activities of our service technician team within the Portland branch.

The Service Coordinator is responsible for customer communication ensuring the highest level of customer service and for all technician operational and time metrics reporting. They will efficiently schedule technicians, dispatch and track time, manage service orders in CMMS, and work with the