Service Dispatcher - Stanley Access Technologies - Canton, MA

Service Dispatcher

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.
• Perform 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.

• 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.

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

• Health, dental and vision insurance coverage.
• 401(k) plan with 6% company match and no vesting period.
• Tuition reimbursement.
• Employee discounts through Perks at Work.
• Community involvement and opportunities to give back.
• Opportunities to leverage your unique strengths through Clifton Strengths testing and coaching.

Allegion is an equal opportunity and affirmative action employer. We celebrate diversity and are committed to providing accommodations for persons with disabilities.