Overview

　　The HVAC Service Dispatcher , reporting to the Service Manager, is responsible for dispatching of HVAC Service Technicians to customer locations. This position will also grow to include additional business functions such as: perform moderately complex accounting activities associated with maintaining a complete and accurate general ledger for financial reporting to management. 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 calls from customers.

　　• Support successful operations consistent with ABM policies, programs, procedures, systems and guidelines.

　　• Support monthly maintenance planning process to schedule and dispatch field technicians.

　　• Act as a single point of contact for all types of customer service request 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 service reports weekly in accordance with established procedures.

　　• Provide logistical support to the field to assure maximum output per labor-hour.

　　• Maintain understanding of mechanical systems in order to make appropriate decisions in scheduling all types of work (P.M., repairs, replacement, etc.).

　　• Inform Service Manager of work progress, customer relations, field personnel relations, material administration and other matters affecting service operations.

　　• Provide support for any special projects as assigned by your supervisor/manager as assigned.

　　Scope Factors (i.e., Revenue Scope, Assets Scope, Budget Scope, Profit/Loss Scope, Supervisory Scope)

　　• 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 100-200 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 / Electrical / Mechanical service industry.

　　Qualifications – Education & Experience

　　• High School Diploma or GED is required.

　　• Preferred to have three (3) years of experience dispatching and/or a service capacity, preferably in the HVAC / Electrical / 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 read maps.

　　• 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.

　　• 5% travel (for training purposes).

　　REQNUMBER: 76051

　　All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.