Service Dispatcher

Control Technologies, Inc. (CTI) is one of the largest and independent building systems integrators in the northeast, serving both New England and New York city.

For over 30 years, building managers and owners across the Northeast have trusted Control Technologies (CTI) to provide quality, state-of-the-art building controls, and management solutions to meet their facility’s unique needs.

We are seeking inspired individuals to join our team. Our company hosts locations in Vermont, New Hampshire, Massachusetts, and New York City. We place a high level of trust in our employees and prioritize investing in their growth and success. Investment in our employees makes a difference in helping us reach our goals with opportunities and challenges that lie ahead.

This position supports the daily dispatch of service technicians, manages all service calls, relay to appropriate staff, as well as works with other office staff to ensure timely billing. Preservation of customer satisfaction and CTI relationship with the customer.

• Safety:
  Adhere to company policies and standard operating procedures/process.
• Maintain Service Workflow: ensure assigned technician bins have required stock and/or tools to complete service and ensure that technician trip reports are completed on-time.
• Follow service call handling process; enter all calls daily.
• Utilize company software to enter work orders, projects, and billings.
• Efficient scheduling & dispatching of service technicians by producing a 3 to 4 week look “ahead” schedule associated with PM and T&M visits by maintaining the “dispatch board” while holding a technician utilization rate higher than 90%.
• Scheduling of technician training and vehicle maintenance as needed.
• Keep customers informed of current schedule and changes to the schedule, primarily through direct phone communication. As a best practice these calls are to be followed-up via email.
• Ensure that all required materials for confirmed service calls are in the possession of the technician and/or customer. If not, notify Material Management who will order the necessary items and notify the coordinator upon arrival of stock so that they may schedule accordingly.
• Make sure to obtain customer credit card information when needed.
• Ensure that service agreements are complete 1 month prior to their expiration date.
• Schedule all T&M work.
• Coordination of Monthly service meetings occasionally requiring communication between HTS/DXS/CTI
• Create Preventive Maintenance tickets.
• Ensure that the estimate tool is at its current revision for the service contracts that are renewing.
• Provide support to customers who have questions regarding their PM contracts.
• Customer relations:
• Make follow-up calls to customers after service has been performed to get a sense of workmanship and satisfaction.
• Call new customers.
• Update customer data base and sites in applicable software application.
• Service Sales:
• Work with Service Sales to ensure proper deliverables are met on-time.
• Maintain, develop, and update Excel spreadsheets for ongoing and upcoming sales acquisitions/projects.
• Update/Maintain the “On-Call” the schedule to ensure it is current.

• Occasionally manage billing and collection inquires.
• Other duties as assigned by their manager.
• Issue purchase orders to technicians.

To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The incumbent’s successful performance will reflect an elevated level of enthusiasm to work within a team environment in a constantly improving organization. The incumbent’s successful performance will also reflect the ability to organize and prioritize workflow and meet established deadlines. Must maintain confidentiality of customer information. Must be consistent and accurate in the execution of policies and procedures. Ability to establish and maintain good relations with his or her coworkers and external…