Field Service Dispatcher

DescriptionOverview

The Field Service Dispatcher is responsible for coordinating with sales, service, and field service teams as well as with customers to optimize work order scheduling. Their goal is to maximize scheduling efficiency by dynamically re-routing and rescheduling work orders.

Reports To: Service Delivery Dispatch Manager

Department: Service Delivery

Job Status: Exempt

Responsibilities:

Responsible for overseeing daily scheduled work orders for installation and service technicians
Responsible for dynamic routing of installation and service technicians to improve productivity and efficiency
Proactively communicate with customers to reschedule work orders as necessary
Answer incoming calls related to scheduling from sales, care, field service teams and customers
Notify customers of technician arrival times outside of scheduled time-window
Coordinate and communicate scheduling of same-day installation and service work
Communicate same-day work order cancellations to the field service team
Reschedule jobs at customer request
Coordinate with customers and technicians to reschedule missed appointments
Manage the stand-by appointment queue
Work with field service managers to optimize scheduling lead times for installation and service work
Work with service and installation managers to optimize and fill field tech availability based on demand

QualificationsQualifications:

3-5 years dispatch experience preferred
Ability to see a bigger picture regarding scheduling
Familiarity with field service software and tools preferred
Ability to work well under pressure
Extensive attention to detail
Excellent written and verbal communication skills
Excellent interpersonal skills
Ability to communicate quickly and effectively with customers and coworkers