Job Description

Description

Job Title: Fire Protection Service Coordinator

About Us: Shambaugh & Son L.P., a wholly-owned indirect subsidiary of EMCOR Group, Inc., is a customer-driven, single-source, self-performing construction/engineering firm. We specialize in the Design-Build method of construction resulting in fast-track delivery of the project improvements to our customers. We are one of the largest specialty contractors in the U.S. and the only one with all eight M.E.P (Mechanical, Electrical, Process, Automation, Refrigeration, HVAC, Plumbing, and Fire Protection) design and installation capabilities in-house. We perform more than $800 million of construction projects per year with over 2,700 employees throughout 50 states from our home office in Fort Wayne, Indiana.

Job Summary: You will be responsible for performing a wide variety of customer service/dispatching and administrative duties required to bill, receive, screen, record, prioritize, assign, and close customer requests for technical support and inspections.

Essential Duties and Responsibilities:

* Responsible for the scheduling, billing and dispatch of Inspectors
* Including scheduling lifts and rental equipment needed for jobs
* Complete new hire paperwork with Journeyperson and Apprentices
* Update state licenses, new licenses and renewals
* Distribute safety training videos, cards and any pre tasks
* Responsible for ordering/distributing/scheduling evaluations, actions slips, lessons, class cards, and tool buckets for Apprentices
* Use Job Track to update hires, fires, lay-offs, Foreman contact updates, run reports, phones, tablets, background checks, drug screens and time sheets
* Schedule airline flights and rentals for Superintendents
* Receive customer requests for service in a professional manner, obtaining needed information to dispatch the calls efficiently
* Work with Journeyperson and Apprentices during new hire paperwork
* Enter service request information in the service system while customer is on the phone and provide reasonable estimated time of arrival (i.e. morning or afternoon)
* Review the accounts receivable status while the customer is on the phone and secure payment if account is past due (involve Supervisor when needed)
* Utilize the automated schedule functionality and assign the service call to the optimal technician based on skills, territories, customer preferred technician (if applicable), availability of the technician, service contract response time criticality of the call and proximity to the customer
* Responsible for creation of the service request through service completion proactively escalating issues to the Technician Supervisor and Technician
* Reassign work as needed to manage customer's expectations, making judgements based on current workloads and priorities
* Field customer complaints and attempt to resolve
* Validate technicians debrief information and perform invoicing transactions daily/weekly
* Follow the company endorsed business process and best practices for dispatch and make recommendations on dispatch system/process improvements
* Maintain document retention strategy for retaining hard and electronic copies of service acknowledgements, work orders, and inspection reports
* Maintain confidentiality of customer and employer information at all times
* Perform other duties as directed

Qualifications:

* This position requires a proficiency in computer usage above basic Microsoft Office & Windows Skills
* At least 1 year of scheduling or dispatching experience
* Dispatching or scheduling experience with Technicians, Project Managers, HVAC, etc. preferred
* Proven experience in multi-tasking and doing several difficult tasks at once - incoming calls, scheduling, internal personnel, emails, tracking down information, etc.
* Ability to proficiently use Microsoft Word, Excel PowerPoint, etc.
* Must be organized, self-motivated and a strong work ethic
* Professionalism in email and over the phone

We offer our employees a competitive salary and comprehensive benefits package and are always looking for individuals with the talent and skills required to contribute to our continued growth and success. Equal Opportunity Employer/Veterans/Disabled

Shambaugh is deeply committed to a policy of equal employment opportunity for all its job applicants and employees. We seek to employ qualified persons in all job classifications and to administer all personnel actions affecting our employees without discrimination on the basis of race, color, religion, sex, pregnancy, age, national origin, sexual orientation, gender identity, political ideology, ancestry, or genetic information. Individuals with a disability, disabled and other protected veterans and any other characteristic protected by applicable law will be given the fullest consideration for employment in positions for which they are qualified. We also are committed to making reasonable accommodations for qualified individuals with a disability as well as abiding by any and all state and local laws, which in addition to the above prohibit discrimination in any form.