Service Dispatcher - Stanley Access Technologies - Canton, MA

Allegion; Worcester (MA); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Health insurance

401K with company match

Tuition Reimbursement

Employee discounts

Job summary

Allegion in Worcester, MA is seeking a Service Dispatcher to join our branch team. You will receive calls, assess and dispatch service requests, and coordinate with field technicians to ensure timely, accurate service.

This role emphasizes strong communication, problem solving, and delivering excellent customer service. A valid driver’s license, 1+ year of dispatch or customer service experience, and a high school diploma are required.

Qualifications

• 1+ year of customer service or dispatching experience.
• Requires strong communication and organizational skills.
• High School Diploma or GED.

Responsibilities

• Receive and assess calls and dispatch service requests to field technicians.
• Provide feedback for call loading improvements and customer concerns.
• Maintain service call logs and provide reports to management.

Skills

Customer service

Dispatching

Communication skills

Time management

Problem solving

Education

High School Diploma or GED

Associate degree (preferred)

Job description

Creating Peace of Mind by Pioneering Safety and Security

At Allegion, we help keep the people you know and love safe and secure where they live, work and visit. With more than 40 brands, 14000+ employees globally and products sold in 130 countries, we specialize in security around the doorway and beyond.

Additionally, Allegion is proud to be recognized with the 2026 Gallup Exceptional Workplace Award (GEWA) for the third consecutive year, earning distinction in both the employee engagement and strengths categories. This year, Allegion also received Gallup’s With Distinction honor - a designation reserved for a select group of organizations that go above and beyond in building exceptional workplace cultures.

Service Dispatcher

The Service Dispatcher is essential to our business and will be reporting to the Branch Manager. Join our world class team of diligent problem solvers, innovators, fresh thinkers, and communicators who excite and inspire others. We are looking for energetic, detail-oriented leaders that focus on execution, meet commitments, break through turf issues, and have a passion to exceed customer expectations

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
• Performs 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

Additional 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 orientated
• Ability to handle multiple priorities
• Proven knowledge of team development preferred
• Ability to work in a deadline driven environment

Why Work for Us?

Allegion is a Great Place to Grow your Career if:

• You're seeking a rewarding opportunity that allows you to truly help others. With thousands of employees and customers around the world, there's plenty of room to make an impact. As our values state, "this is your business, run with it".
• You're looking for a company that will invest in your professional development. As we grow, we want you to grow with us.
• You want a culture that promotes work-life balance. Our employees enjoy generous paid time off, because at Allegion we recognize that you have a full life outside of work!
• You want to work for an award-winning company that invests in its people. Allegion is proud to be a recipient of the Gallup Exceptional Workplace Award for the second year in a row, recognizing our commitment to employee engagement, strengths-based development, and unlocking human potential.

What You’ll Get From Us

• Health, dental and vision insurance coverage, helping you "be safe, be healthy"
• A commitment to your future with a 401K plan, offering a 6% company match and no vesting period
• Tuition Reimbursement
• Employee Discounts through Perks at Work
• Community involvement and opportunities to give back so you can "serve others, not yourself"
• Opportunities to leverage your unique strengths through CliftonStrengths testing and coaching

Not sure if your experience perfectly aligns with the role?Studies have shown that some people are less likely to apply to jobs unless they meet every single qualification and every single preferred qualification of a job posting. At Allegion, we are dedicated to building a diverse, inclusive, and authentic workplace. So, if you're excited about this role but your past experience doesn't align perfectly with every item in the job description, we encourage you to apply anyway. You may be just the right candidate for this role.

We Celebrate Who We Are!

Allegion is committed to building and maintaining a diverse and inclusive workplace. Together, we embrace all differences and similarities among colleagues, as well as the differences and similarities within the relationships that we foster with customers, suppliers and the communities where we live and work. Whatever your background, experience, race, color, national origin, religion, age, gender, gender identity, disability status, sexual orientation, protected veteran status, or any other characteristic protected by law, we will make sure that you have every opportunity to impress us in your application and the opportunity to give your best at work, not because we're required to, but because it's the right thing to do. We are also committed to providing accommodations for persons with disabilities. If for any reason you cannot apply through our career site and require an accommodation or assistance, please contact our Talent Acquisition Team.

Allegion is an equal opportunity and affirmative action employer

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