Service Dispatcher

Control Technologies, Inc.; Peabody (MA); On-site; USD 48,000 - 70,000; Full time

Job summary

Control Technologies, Inc. in the Northeast seeks a detail-oriented Service Dispatch Coordinator to manage daily service calls, schedule technicians, and ensure timely billing. You will coordinate with HTS/DXS/CTI and maintain accurate customer data.

The role emphasizes communication, reliability, and use of company software to track work orders, PMs, and warranties, with a focus on maintaining high customer satisfaction.

Qualifications

• 2 years of related experience and/or training; or equivalent combination of education and experience.
• Requires excellent telephone skills, customer service skills, organizational skills, and multi-tasking skills.
• Industry experience a plus.
• Strong organizational, written, and oral communication skills required.

Responsibilities

• Dispatch and schedule service technicians, creating a 3–4 week look-ahead board.
• Enter work orders, projects, and billings in company software.
• Maintain customer communications via phone and email; notify staff of schedule changes.
• Support monthly service meetings and coordination among HTS/DXS/CTI.

Skills

Telephone skills

Customer service

Organizational skills

Multi-tasking

Communication

Tools

Excel

Email

Word processing

Spreadsheet applications

Phone system

Job description

Control Technologies, Inc. (CTI) is one of the largest and independent building systems integrators in the northeast, serving both New England and New York city.

For over 30 years, building managers and owners across the Northeast have trusted Control Technologies (CTI) to provide quality, state-of-the-art building controls, and management solutions to meet their facility’s unique needs.

We are seeking inspired individuals to join our team. Our company hosts locations in Vermont, New Hampshire, Massachusetts, and New York City. We place a high level of trust in our employees and prioritize investing in their growth and success. Investment in our employees makes a difference in helping us reach our goals with opportunities and challenges that lie ahead.

OVERALL OBJECTIVE:

This position supports the daily dispatch of service technicians, manages all service calls, relay to appropriate staff, as well as works with other office staff to ensure timely billing. Preservation of customer satisfaction and CTI relationship with the customer.

ESSENTIAL FUNCTIONS:

• Safety: Adhere to company policies and standard operating procedures/process.
• Maintain Service Workflow: ensure assigned technician bins have required stock and/or tools to complete service and ensure that technician trip reports are completed on-time.
• Follow service call handling process; enter all calls daily.
• Utilize company software to enter work orders, projects, and billings.
• Efficient scheduling & dispatching of service technicians by producing a 3 to 4 week look “ahead” schedule associated with PM and T&M visits by maintaining the “dispatch board” while holding a technician utilization rate higher than 90%.
• Scheduling of technician training and vehicle maintenance as needed.
• Keep customers informed of current schedule and changes to the schedule, primarily through direct phone communication. As a best practice these calls are to be followed-up via email.
• Ensure that all required materials for confirmed service calls are in the possession of the technician and/or customer. If not, notify Material Management who will order the necessary items and notify the coordinator upon arrival of stock so that they may schedule accordingly.
• Make sure to obtain customer credit card information when needed.
• Ensure that service agreements are complete 1 month prior to their expiration date.
• Schedule all T&M work.
• Coordination of Monthly service meetings occasionally requiring communication between HTS/DXS/CTI
• Create Preventive Maintenance tickets.
• Ensure that the estimate tool is at its current revision for the service contracts that are renewing.
• Provide support to customers who have questions regarding their PM contracts.
• Customer relations:
• Make follow-up calls to customers after service has been performed to get a sense of workmanship and satisfaction.
• Call new customers.
• Update customer data base and sites in applicable software application.
• Service Sales:
• Work with Service Sales to ensure proper deliverables are met on-time.
• Maintain, develop, and update Excel spreadsheets for ongoing and upcoming sales acquisitions/projects.
• Update/Maintain the “On-Call” the schedule to ensure it is current.

NON-ESSENTIAL FUNCTIONS:

• Occasionally manage billing and collection inquires.
• Other duties as assigned by their manager.
• Issue purchase orders to technicians.

To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The incumbent’s successful performance will reflect an elevated level of enthusiasm to work within a team environment in a constantly improving organization. The incumbent’s successful performance will also reflect the ability to organize and prioritize workflow and meet established deadlines. Must maintain confidentiality of customer information. Must be consistent and accurate in the execution of policies and procedures. Ability to establish and maintain good relations with his or her coworkers and external customers.

To maintain field service technician utilization rate of more than 90% as measured on an annual basis. The utilization rate INCLUDES all time paid by the corporation except for hours occurred because of workers compensation, short term disability or long-term disability:

(Total billable hours including warranty repairs per year ÷ Total hours paid to Tech. per year) × 100 = Utilization Rate %

VALUES:

Control Technologies believes that organizational health is as important as technical skills in the workplace. The values of a cheerful outlook, being respectful of others, and taking pride in your work are essential to this position. Additionally, the employee is expected to aspire and strive for excellence, be efficient/thorough in their duties, collaborate with others, and be loyal to the organization.

WORKING CONDITIONS:

The work environment characteristics and physical demands described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may made to enable individuals with disabilities to perform the essential functions.

The incumbent will work in an office environment within proximity of others. They will use a personal computer and various communication equipment frequently. Hours of work are from 7:30AM to 4PM, with 30 minutes for lunch.

MINIMUM QUALIFICATIONS AND/OR EXPERIENCE:

2 years of related experience and/or training; or equivalent combination of education and experience. Requires excellent telephone skills, customer service skills, organizational skills, and multi-tasking skills. Industry experience a plus. Requires great computer skills, including use of email, word processing, and spreadsheet applications. General office knowledge involving filing, data entry, and operating multi-line phone system. Must be professional, self-directed, and flexible. Strong organizational, written, and oral communication skills required

Why You Should Apply

For over 30 years, Control Technologies, Inc. has built its success as an industry leader in building automation solutions and services. We pride ourselves in delivering truly Open Systems. Here, you will experience exciting opportunities with competitive benefits. We look forward to you joining our award-winning team.

Equal Opportunity Employer

Control Technologies, Inc. is an Equal Opportunity, Affinneative Action, and E-Verify Employer encouraging diversity in the workplace.

Control Technologies, Inc. does not discriminate based on race, color, religion, national origin, age, sex, sexual orientation, veteran status, genetic information, family medical history, disability, or other characteristics which are or may be protected by law. We urge qualified minorities and women to apply.