Field Service Dispatcher

Overview 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

Qualifications:

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