Service Dispatch Coordinator

Assign service tickets to technical resources to ensure accurate, complete, and timely closure of service tickets.  Maintain the Service Departments’ daily schedules for all technicians and engineers to ensure maximum use of technical resources.  Schedule Internal and External meetings with Clients and Employees.

MORE POWER TECHNOLOGY GROUP

POSITION DESCRIPTION

POSITION: Service Dispatcher

POSITION PURPOSE

Assign service tickets to technical resources to ensure accurate, complete, and timely closure of service tickets. Maintain the Service Departments’ daily schedules for all technicians and engineers to ensure maximum use of technical resources. Schedule Internal and External meetings with Clients and Employees.
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ACCOUNTABILITIES/TASKS
  • Schedule and coordinate all Service Department work.
  • Act as the point of contact to the customer for all types of service requests.
  • Take incoming customer calls.
  • Create service tickets in the PSA (Professional Services Automation) software.
  • Evaluate service needs and assign appropriate technical resources to ensure maximum use of billable resources.
  • Maintain the Dispatch Schedule in the PSA.
  • Coordinate and schedule service tickets for technical resources.
  • Forecast workload requirements and inform Service Manager of needs.
  • Keep clients informed of delays, and other scheduling and status information.
  • Schedule follow up calls for service tickets as needed.
  • Follow up with service personnel to ensure timely completion of service tickets and time entries on a regular basis.

Maintain PSA Information

  • Update service tickets as conditions change.
  • Update client contacts to ensure accurate information.
  • Update client site configuration information as changes occur.

Contribute to Efficient and Effective Business Operations

  • Assist Service Manager as needed.
  • Participate in staff meetings, and daily huddle meetings while taking minutes.
  • Provide input to business operations and planning.
  • Support business operations as requested and as needed.
  • Participate in safety and quality control meetings.
  • Assist in keeping assigned areas clean and neat.
  • Sales scheduling review for future service and project work.

Knowledge/Skill/Experience Requirements

  • Basic computer and operating system knowledge.
  • Ability to work on multiple priorities and/or projects simultaneously.
  • Strong computer skills and the ability to effectively communicate through email.
  • Basic problem-solving abilities and the ability to meet reasonable deadlines.
  • Strong written and verbal communication skills.
  • Detail-oriented.

Human Relations Requirements

  • Advanced ability to interact with customers on a professional and friendly level.
  • Advanced organizational ability.
  • Ability to multitask.
  • Ability to interact with other employees and management personnel on a professional and friendly level. Exhibit traits of personal reliability and consistency on a day-to-day basis.
  • Exhibit a willingness to take personal responsibility for ensuring customer satisfaction.
  • Exhibit a willingness to ask for, and provide assistance to other personnel.
  • Exhibit high degree of professional and personal integrity regarding customer and store equipment and assets.
  • Exhibit high degree of personal grooming and appearance.

Reporting Relationships

  • Report directly to Service Manager

Freedom to Act

  • Gather necessary client information for service requests.
  • Assign and schedule technical resources.
  • Create and update tickets.
  • Schedule tickets for clients.

Compensation

  • $14.00 – $18.00/hour DOE and health benefits

NOTE: This position description is representative of major requirements and is not intended to be all-inclusive.