Job Description

Job Description
HVAC Service Dispatcher

The HVAC Service Dispatcher, reporting to the Service Manager and the Operations Manager, is responsible for dispatching of HVAC Technicians to customer locations. This position will also grow to include additional business. Works under general supervision following clearly defined procedures and policies

Essential Functions

* Support the performance of the branch operations, including planned and unplanned maintenance/service/ installation/control calls from customers.
* Support successful operations consistent with ABM policies, programs, procedures, systems and guidelines.
* Provide logistical support to the field to assure maximum output per work hour.
* Support monthly maintenance planning process to schedule and dispatch all field technicians.
* Act as a single point of contact for all types of customer service requests and emergency calls.
* Prioritize calls based on severity and availability of appropriate service tech.
* Qualify every request for service to establish maximum response time requirements.
* Determine and dispatch appropriate technicians to ensure quick and efficient resolution of problems while building and maintaining customer confidence and satisfaction.
* Communicate schedule with customer and keep customer informed of actions taken.
* Inform Service Manager of work progress, customer relations, field personnel relations, material administration and other matters affecting service operations.
* Provide effective work schedules for field personnel to maximize use of skills while cost effectively meeting customer needs and providing contingency time for emergency calls.
* Audit all work orders weekly in accordance with established procedures.
* Maintain understanding of mechanical systems in order to make appropriate decisions in scheduling all types of work (P.M., repairs, replacement, installs, controls etc.).
* Professional communication skill over the phone and email with customers and internal team members
* Available as necessary for after-hours dispatching.
* During normal business hours, service calls should not be directed to voicemail unless necessary.
* Ensure technicians tool inventories are accurate.
* Communication with ABM Customers to dispatch mechanical and service technicians to commercial buildings to service and/or repair HVAC and/or electrical equipment
* Responsible for dispatching technicians to multiple sites each week, exclusive of supervisors.

Scope Factors

* Technician on GSPEC jobs that being GT or Augusta will be directed by the Project Manager or the Operations Manager.
* Reports to the head of the Service Department in the branch.
* Ensure that all technicians are in possession of all required PPE for calls.
* Advise service/operations manager of all service complaints to expedite a resolution ensuring and maintaining long term relationships.
* Build and maintain a rapport and positive relationships with field/office personnel to resolve problems.
* Sales support is a must for good performance, customer satisfaction and future opportunities. Promote upgrading existing business and the sales of new business by continually reporting sales leads.
* Provide support for any special projects as assigned by your service manager. These special projects, at the determination of your service manager, may or may not become part of this primary responsibilities.
* Communication with ABM Customers to dispatch mechanical and electrical service technicians to commercial buildings to service and/or repair HVAC and/or electrical equipment
* Responsible for dispatching up to 25 service technicians to multiple sites each week
* Dispatches technicians within a 600 miles radius
* Reports to the head of the Service Department in the branch.
* No direct reports
* Must have a minimum of three (3) years of experience dispatching and/or a service capacity, preferably in the HVAC / Controls / Mechanical installation service industry.

Minimum Requirements

Qualifications

* High School Diploma or GED is required.
* Must have a minimum of three (3) years of experience dispatching and/or a service capacity, preferably in the HVAC / Controls / Mechanical service industry.
* Mechanical aptitude to ask questions and anticipate the next step in the process is critical.
* Professional communication skills over the phone and email with customers and internal team members.
* Working knowledge of local geography.
* Ability to multi-task and be detail oriented with strong organizational skills.
* Ability to use discretion and judgment to make timely decisions.
* Strong computer skills with Microsoft Word, Excel, Outlook.
* Available as necessary for after-hours dispatching