Service Dispatch Pro: Field Ops & Customer Care

Archkey Solutions LLC; Upper Marlboro (MD); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Health insurance

401(k) employer match

Paid time off

Job summary

ArchKey Solutions LLC is seeking a Service Dispatch Coordinator to organize on-site and remote service activities from demand creation through delivery and close-out at our Upper Marlboro, MD office. You will coordinate with Account Managers, Field Leaders, and Technicians to meet customer expectations and company objectives.

The ideal candidate will have 0–2 years in electrical or low voltage environments, strong scheduling skills, and proficiency with MS Office.

Qualifications

• High School Diploma or equivalent work experience in service scheduling or a related field.
• 0–2 years of electrical or low voltage experience in field operations, with a preferred concentration in construction and/or service projects.
• Experience dispatching and scheduling field personnel and technicians.
• Familiarity or experience with Fire Alarms, Sprinklers, Security Systems, Generator, and Maintenance or a similar industry.
• Knowledge of and proficiency in MS Office and business software systems.
• Proven ability to work in a fast paced, high-volume work environment with minimal supervision.
• Excellent collaboration, teamwork, and interpersonal skills. Ability to work with diverse work teams.
• Strong listening, verbal, and written communication skills. Effective independent problem solving, decision making, time management and prioritization skills.
• Work experience with LEAN methodologies and/or similar applications. Strong process orientation.

Responsibilities

• Acts as primary point of contact for service customers to ensure expectations are met.
• Supports, informs, prioritizes, and coordinates activities and resources both regionally and across the platform.
• Handles incoming service requests via phone or email, resulting in creating service work orders and scheduling and dispatching field staff.
• Schedules resources to support proposals, maintenance agreements, and standard service agreements.
• Handles decisions regarding the scheduling and movement of resources and material based on the nature of service calls, urgency, contractual obligation, and availability.
• Orders and tracks parts and subcontractors in support of maintenance plans and service calls.
• Evaluates time-and-material (T&M) service orders for completed costs and scope of work through a sales software application.
• Proactively follows up with customers after completion of service to ensure a high level of satisfaction with the quality of work.
• Complete tasks as assigned in a timely manner and according to given deadlines e.g. month-end, quarter-end, and fiscal year-end.
• Batches and reports field time for Service Technicians.
• Consistently makes decisions in an attentive and safe manner to ensure the safety and health of self and others.
• Utilizes LEAN concepts or other continuous improvement methodologies to ensure the most efficient operations, processes, and activities.
• Promotes and models the Company mission, vision and values through exercising sound and ethical business practices, championing all elements of diversity, equity, and inclusion (DEI) and providing high quality services and programs as they relate to clients, subcontractors, co-workers, suppliers, and the public.

Skills

Dispatching & scheduling

MS Office proficiency

LEAN methodologies

Communication skills

Fast-paced environment

Education

High School Diploma or equivalent

Job description

ArchKey Solutions LLC is seeking a Service Dispatch Coordinator to organize on-site and remote service activities from demand creation through delivery and close-out at our Upper Marlboro, MD office. You will coordinate with Account Managers, Field Leaders, and Technicians to meet customer expectations and company objectives.

The ideal candidate will have 0–2 years in electrical or low voltage environments, strong scheduling skills, and proficiency with MS Office.