Operations Support Technician

1 week ago

Fredericton, New Brunswick, Canada Go Lime Inc. Full time

About Our Team:

We are a dynamic and inclusive team at Go Lime Inc., committed to providing exceptional service to our customers through our highly trained and dedicated team members.

We pride ourselves on our customer-centric approach, which ensures that every interaction reflects our commitment to excellence.

Job Summary:

We are seeking a highly organized and detail-oriented individual to join our dynamic HVAC team as a Service Dispatcher.

In this role, you will be responsible for managing end-to-end processes, from order entry to equipment ordering, scheduling, installations, and final paperwork completion.

Responsibilities:

  • Manage end-to-end processes from order entry to equipment ordering, scheduling, installations, and final paperwork completion.
  • Act as the vital link ensuring everything runs smoothly and according to operational procedures.
  • Identify and address any issues that arise, ensuring timely resolutions, and keeping all work orders on track.
  • Confirm technicians have received their daily schedules.
  • Ensure all jobs are updated and closed in the system within a timely manner.
  • Review the current day's schedule, noting any special requests or instructions.
  • Manage email, service calls, and schedule changes.
  • Verify technicians are enroute to their first appointments and update the system with their anticipated time of arrival.
  • Oversee effective jeopardy management, including tracking standby lists, arrival times, and job completions.
  • Address and resolve service dispatch-related calls and emails, escalating issues when necessary.
  • Assign same-day installation and service requests and installations efficiently.
  • Collaborate with technicians, experts, and customers to ensure smooth operations.
  • Handle escalations, callback requests, and service updates.
  • Audit account notes, ensure all schedules and equipment orders are accurate for the next day.

Requirements:

  • Strong communication and organizational skills.
  • The ability to multitask and manage priorities effectively in a fast-paced environment.
  • A proactive approach to problem-solving and customer service.
  • Attention to detail and a commitment to accuracy.
  • Experience with scheduling, dispatch, or customer service (preferred but not required).

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