Service Coordinator/Dispatcher

EMCOR Group Inc.; New York (NY); On-site; USD 10,000 - 60,000; Full time

Job description

Include the following. Other duties will likely be assigned.

1. Monitor personnel or equipment locations and utilization to coordinate service and schedules.
2. Schedule or dispatch workers, work crews, equipment, or service vehicles to appropriate locations, according to customer requests, specifications, or needs, using radios or telephones.
3. Oversee all communications within specifically assigned territories.
4. Relay work orders, messages, or information to or from work crews, supervisors, or field inspectors, using telephones or two-way radios.
5. Confer with customers or supervising personnel to address questions, problems, or requests for service or equipment.
6. Communicate with customers (email & phone) and create detailed work orders of the service requested.
7. Coordinate scheduling of work with customers, technicians, and other jobs/projects to maximize customer satisfaction, taking into account customer urgency, parts/materials availability, and available manpower.
8. Check in with technicians via phone and email; provide them with hourly/daily updates regarding service call type, location, and scope of work.
9. Serve as the primary contact between the customer and the service department (account managers, service manager, technicians, and billing).
10. Responsible for taking service calls, quoted jobs, and warranty work from start (initial call) to completion (billing).
11. Review service jobs, quoted jobs, and service projects to determine time frame for completion, identify necessary tools and materials, and hold the necessary manpower.
12. Review technicians' work orders and identify opportunities to quote additional repairs or new equipment, address warranty issues, and ensure all material is accounted for.
13. Accurately review all previous day field visits and send updates to customers, account managers, and the service manager as needed.
14. Continuously manage the dispatch board throughout the day, checking all open calls and dispatching accordingly.
15. Escalate critical and/or sensitive issues to the Superintendent with recommendations for resolution.
16. Comply with all company operating policies, procedures, and safety programs as established.
17. Perform additional assignments as required by the needs of the company or as directed by executives.