Field Service Dispatcher

2 months ago

Brantford, Canada Scotty's Refrigeration Inc. Full time

Scotty’s is an a very diverse refrigeration, heating, ventilation & air conditioning (HVAC) and installation company for facilities large and small. Our unique portfolio of projects qualifies us to service a wide range of clients in various market sectors such as institutional, healthcare, commercial and industrial. We enable our clients to reduce energy and operating costs while improving occupant comfort and customer’s bottom line.

Through our shared values, we focus on building a sustainable future, diversity and belonging, and providing continuous learning and development.

A career at Scotty’s offers a competitive total compensation that includes:

- Comprehensive Health & Dental Plan
- RRSP Plan
- Paid Vacation Days
- Paid Sick and Flex Days
- Career Growth and Development

**Duties and Responsibilities**:

- Primary for all incoming calls
- Schedule service calls according to priority and dispatch to a team of Technicians, Mechanics, and subcontractors in a courteous, professional manner. Review customer details, history, and requirements of each service call and assign as required
- Act as a liaison between Customer Service, Technicians and business teams. Review all outstanding, unassigned, or incomplete work orders with Customer Service and aim to address requests as efficiently as possible.
- Follow up on all pending and recommended work with the Service Technician. Document all changes to work-orders and inform all parties as required
- Obtain and assist Quoting Department in preparing quotes for equipment and/or parts as required. Ensure parts are ordered by technicians and provide purchase orders to vendors. Inform Billing Department when work orders are complete and ready to invoice
- Promptly report all instances of client dissatisfaction to Service Supervisor. Communicate and make recommendations based on information gathered to resolve the issue proactively
- Reviewing and dispatching the follow ups. If required, assist, create, maintain and distribute the on-call schedule and inform the On-Call Centre
- Be a primary support member to the Service Department team assisting in the prevention of backlogs and to promote a collaborative environment
- Thoroughly review details of each work-order when closing or reassigning to ensure that all procedures were followed and resolution to the matter can be achieved
- Other duties may be required based on departmental needs
- Monitor and complete 3rd party portal forms like Service Channel, Verisae, Office Trax as requested and using GPS program to efficiently dispatch technicians
- Track daily, weekly, and monthly KPI’s to ensure no backlog of service calls/work orders
- Other duties as assigned by the Service Manager

**Qualifications**:

- 2-3 years previous Dispatch experience is required
- Ability to work with patience and courtesy
- Must have the ability to communicate effectively, both verbal and in writing
- Must have strong organization and time management skills
- Must have the ability to enter information into multiple screens while listening to information from Technicians
- Must have the ability to effectively interact and communicate with management, team members, and customers
- Must have the ability to perform in a fast paced and ever-changing work environment while adapting to changing priorities and work demands
- Must have the ability to anticipate work needs and follow through on a given task with mínimal direction
- Knowledge of industry is an asset but not required

**Education**:

- High school diploma or equivalent is required
- Advanced degrees or certification is considered an asset

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