Service Dispatcher

Armstrong Air & Heating, Inc.; Town of Florida (NY); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Dental insurance

Employee discounts

Health insurance

Opportunity for advancement

Paid time off

Training & development

Tuition assistance

Vision insurance

Paid Training

Health, Dental, Vision, Life Benefits

Job summary

A prominent HVAC service provider is seeking a Service Dispatcher to assist in managing service operations. The role involves scheduling jobs, training technicians, and ensuring superior customer service. Candidates should have supervisory experience in the HVACR industry, excellent communication skills, and the ability to work flexible hours. This position offers a dynamic work environment with various career growth opportunities.

Qualifications

• Proven supervisory experience in HVACR or similar industry.
• Ability to negotiate orders for timely material receipt.
• Excellent oral and written communication skills.
• Basic knowledge of HVACR technology.
• Willingness to work non-standard hours, including on-call.
• Ability to serve as the Service Manager in their absence.

Responsibilities

• Assist the Service Manager in coordinating department resources.
• Schedule service jobs based on technician capabilities.
• Train field technicians in customer service skills.
• Maintain relationships with accounts receivable staff.
• Help resolve customer complaints efficiently.
• Negotiate with suppliers on parts performance issues.

Skills

Supervisory experience

Negotiation skills

Excellent communication skills

Knowledge of HVACR technology

Ability to work non-standard hours

Sales skills

Customer service skills

Understanding regulations

Job description

Job Description

The Service Dispatcher reports to the Service Manager, and is responsible for assisting in the administration, field productivity, and field profitability of the Service Department. The incumbent also assists the Service Manager in achieving the applicable sections of the corporate strategic plan.

Benefits

• Dental insurance
• Employee discounts
• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development
• Tuition assistance
• Vision insurance
• Paid Training
• Health, Dental, Vision, Life and AFLAC Benefits Available
• Year-Round Work

Initiative, integrity, organizational, and supervisory skills are essential to achieving departmental and corporate goals in this position. Job-related contact can occur with virtually all demographic groups, with the majority of daily contacts being with Armstrong Air & Heating, Inc. service technicians, suppliers, and service customers.

Representative duties

• Assisting the Service Manager in the planning, organizing, and coordination of department resources and goals.
• Scheduling service jobs taking into consideration the expected complexity of the job versus the experience and capabilities of available technicians.
• Training field technicians in customer service skills, non-technical procedures, sales and marketing techniques.
• Maintaining a working relationship with the accounts receivable staff on the collection of problem accounts, negotiating credit when applicable to build the customer base, overseeing open account customers when credit limit has been exceeded.
• Coordinating the scheduling of the Parts Runner's time with the Installation Manager.
• Cooperating with all Department Managers in support of all facets of the Service Department's goals and objectives.
• Helping in the resolution of customer complaints in a timely, efficient and cost-effective manner, and reporting all such incidents to the Service Manager.
• Working with suppliers on issues pertaining to parts performance, reliability, pricing, and availability; while reporting difficult and high profile problems and issues to the Service Manager.
• Performing related staff-level duties as directed by the Service Manager.

Job Qualifications

• Proven supervisory experience in a customer service environment preferably in HVACR contracting or building services industry.
• Ability to negotiate orders with suppliers to ensure prompt and timely receipt of materials at the best possible price.
• Excellent oral and written communication skills, including the ability to work with diverse customer groups, all personnel levels in the HVACR field, suppliers, and the hearing impaired.
• Basic knowledge of HVACR technology, including the ability to provide support, and even advice, to an on-site technician.
• Knowledge of HVACR-related terms, training, job-costing, marketing and sales.
• Ability and initiative to work a non-standard schedule, including a willingness to be on-call for purposes of taking emergency service calls, and TT calls from hearing impaired customers.
• Ability to serve as the Service Manager in the absence of the incumbent.
• Physical ability and initiative to meet with customers on the job-site to demonstrate Armstrong Air & Heating, Inc.'s commitment to superior customer service and concern for its clients.
• Skill and ability to sell service jobs and service contracts, face-to-face, in a letter, and on the phone.
• Ability to comprehend and implement applicable federal, state, and local government laws, rules, and regulations, as they apply to the HVACR industry.
• Ability to assist technicians scheduled for call duty in delivery of prompt, efficient service to after-hours customers.
• Current (state) drivers license.