Field Service Dispatcher

2 months ago

Markham, Canada Black & McDonald Limited Full time

Reporting to the Client Services Supervisor, the Field Service Dispatcher is responsible for handling all aspects of administration related to service operations including opening, dispatching, and closing work orders, as well as preparing invoices and creating purchase orders. You will enter all data to complete work orders and provide support to colleagues in the projects sales team, maintenance sales, field staff, payroll, and the accounts payables departments. The Field Service Dispatcher also makes adjustments, resolves issues, tracks information, and handles customer enquiries. We rely on team work to accomplish our goals; therefore, you will be expected to respond to both internal and external customer enquiries related to our service business as needed. Safety is our number one goal at Black & McDonald, so adherence to all safety requirements is a must in this role.

**Responsibilities**:
Work shall include but not necessarily be bound by the following:

- Dispatch of field service technicians to appropriate sites and ensure efficient communication with B&M Central Call Centre
- Maintain CMMS database including equipment history and status, generation of work orders, monitoring and tracking of unscheduled or open work orders, and overall operation of the CMMS
- Prepare Safety Documentation for project work
- Fill out and submit Municipal/Government required documents i.e. Permits, Form 1000 and Notice of projects
- Create and dispatch work orders to field service technicians to support our client portfolio
- Record, receive, and respond to client service requests promptly, as well as professionally respond to all client and internal requests
- Ensure prompt scheduling and communication with internal and external clients
- Regularly communicate and correspond with field technicians, field supervisors, sales, and management
- Follow the Black & McDonald Safety Procedures, and in particular, monitor the compliance of the “Working Alone Procedure”
- Complete weekly payroll documentation for field service technicians
- Prepare and distribute weekly reporting based on current operational requirements
- Assist in performing administration functions related to the Service Division
- Assist with maintaining required documents to ensure legislated requirements
- Coordinate all field service technicians utilizing the mobile workforce system
- Coordinate labour for small projects with Project Supervisors
- Create and maintain an annual on call rotation schedule
- Additional duties as assigned

**Competency Requirements**
- Maintains a professional demeanour at all times with fellow employees, vendors, sub-contractors, and clients
- Ability to cope under pressure and maintain focus, dealing effectively with setbacks while remaining positive
- Portrays a positive image and motivates colleagues at all times to ensure continued success
- Embraces change and always willing to adopt new practices
- Holds self and others accountable
- Ability to approach problems logically, under pressure and seek innovative solutions
- Communicates effectively (verbally and written) at all levels within an organization and with external parties including enforcing authorities
- Understands the needs and perspectives of both internal and external customers
- Promotes teamwork and collaboration
- Values and respects others, encourages and supports diversity
- Ability to work independently with limited supervision

**Education & Skill Requirements**
- A Bachelor's degree in Business Administration or post-secondary diploma/certificate preferred
- 2 years of experience using a computerized maintenance management work order system in a facilities maintenance or closely related environment
- 1 year of experience in a dispatch centre
- Advanced skill level with Microsoft Office products
- Experience with a large ERP system; JDE is an asset

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