Key Responsibilities:

• Assist in coordinating of parts and equipment to field staff.
• Receive service requests via phone and e-mail.
• Schedule and dispatch Service Operations Technicians to appropriate service appointments.
• Accurately record service requests in our dispatch system and assess urgency.
• Assign work orders to the appropriate service technician.
• Continuously communicate with the customer through the work order life cycle.
• Follow up on service requests that need additional work.
• Keep service notes and schedule up to date.
• Schedule Preventive Maintenance tasks.
• Assure customer procedures are followed.
• Functions as the primary interface between the customer, and internal expertise surrounding all service activities.
• Maintains customer satisfaction by investigating concerns, implementing corrective action, and communicating with customers and assigned staff.
• Champion service module of ERP and maximize efficiencies through interrogation and analysis of key data.
• Manage work order life cycle from start of service event until completion, approve completed work to be billed.

• Experience working with technicians and customers in a high performing services business preferred.
• Ability to work in a fast-paced, dynamic environment.
• Ability to prioritize needs.
• Strong business acumen including a solid understanding of service contracts, an eye for detail and superior customer service skills.
• Experience dispatching and directing the efforts of field technicians in response to customer needs preferred.
• Possesses a high level of initiative coupled with the intuition to make sound decisions quickly.
• Experience working in a technical environment (HVAC/industrial refrigeration) is strongly preferred.

EOE – Disability/Veterans