Service Dispatcher - Stanley Access Technologies - Canton, MA

Allegion Canada Inc.; Canton (MA); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Health, dental and vision insurance

401(k) plan with company match

Tuition reimbursement

Employee discounts through Perks at We

CliftonStrengths coaching

Community involvement

Job summary

Allegion Canada Inc. is seeking a Service Dispatcher to manage incoming calls, assess and dispatch service requests, and coordinate with field teams to minimize return trips. The role emphasizes communication with customers, maintaining logs, and tracking service metrics.

The ideal candidate has 1+ year in customer service or dispatching, a valid driver’s license, and a high school diploma or GED. Strong MS Office skills and teamwork are valued.

Qualifications

• A valid state driver’s license, without restrictions, is required for this position.
• 1+ year of customer service or dispatching experience.
• High School Diploma or GED.

Responsibilities

• Receive incoming telephone calls.
• Assess and dispatch service calls.
• Provide feedback to the call center for call loading improvements and customer concerns.
• Provide field team with parts support to help minimize return trips.
• Assist the field team with call overloads and direction.
• Prioritize and determine best available technician to complete job.
• Maintain the quality, quantity, and timeliness of dispatch to customer needs, questions or problems.
• Ensure proper communication with customer to gather all pertinent information for service call.
• Consistently follow-up with customer to ensure completion and satisfaction.
• Track all service calls and provide service call reporting and metrics to management.
• Maintain service call logs and service manuals.
• Perform monthly technician’s rides to better understand team support requirements and business needs.
• Promote the sale and implementation of service agreements to customers.
• Coordinate with National Accounts service dispatch.
• Provide administrative/back-up assistance to Service Supervisor.
• Perform duties and responsibilities as described in the quality system.
• Perform work according to the Field Operations Policy and Procedures Manual.
• Perform other assignments as directed by manager in support of service operations.
• Work with Installation coordinator on manpower sharing opportunities to increase productivity.

Skills

Customer service

Dispatching

MS Office

Written communication

Verbal communication

Time management

Organizational skills

Self-motivated

Knowledge of security hardware

2+ years field service experience

2+ years service management/callcenter

Education

High School Diploma or GED

Associate degree

Tools

MS Office

Job description

Service Dispatcher

What You Will Do:

• Receive incoming telephone calls.
• Assess and dispatch service calls.
• Provide feedback to the call center for call loading improvements and customer concerns.
• Provide field team with parts support to help minimize return trips.
• Assist the field team with call overloads and direction.
• Prioritize and determine best available technician to complete job.
• Maintain the quality, quantity, and timeliness of dispatch to customer needs, questions or problems.
• Ensure proper communication with customer to gather all pertinent information for service call.
• Consistently follow-up with customer to ensure completion and satisfaction.
• Track all service calls and provide service call reporting and metrics to management.
• Maintain service call logs and service manuals.
• Perform monthly technician’s rides to better understand team support requirements and business needs.
• Promote the sale and implementation of service agreements to customers.
• Coordinate with National Accounts service dispatch.
• Provide administrative/back-up assistance to Service Supervisor.
• Perform duties and responsibilities as described in the quality system.
• Perform work according to the Field Operations Policy and Procedures Manual.
• Perform other assignments as directed by manager in support of service operations.
• Work with Installation coordinator on manpower sharing opportunities to increase productivity.

What You Need To Succeed:

• A valid state driver’s license, without restrictions, is required for this position.
• 1+ year of customer service or dispatching experience.
• High School Diploma or GED.

Preferred Skills and Knowledge:

• Associate degree.
• 2+ years of service management/call center/field service experience (desirable).
• 2+ years field service experience.
• Skills or experience with personal computers, including electronic e‑mail, personal scheduling, word processing and electronic spreadsheet skills (MS Office).
• Excellent written and verbal communication skills required.
• Self‑motivated, requires minimal supervision.
• Knowledge of security hardware industry required.
• Time management and organizational skills required.
• Customer service oriented.
• Ability to handle multiple priorities.
• Proven knowledge of team development preferred.
• Ability to work in a deadline driven environment.

Benefits:

• Health, dental and vision insurance coverage.
• 401(k) plan with 6% company match and no vesting period.
• Tuition reimbursement.
• Employee discounts through Perks at Work.
• Community involvement and opportunities to give back.
• Opportunities to leverage your unique strengths through CliftonStrengths testing and coaching.

Equal Opportunity Employer

Allegion is an equal opportunity and affirmative action employer. We celebrate diversity and are committed to providing accommodations for persons with disabilities.