Administrator Service Dispatch

3 days ago

Ottawa, Canada Strongco Full time

**Job description**

**SUMMARY**:
The Service Administrator, Dispatcher maintains the Service Technicians’ daily schedules and dispatches the technicians as service calls are completed. Schedules return trips with customers when parts are in, maintains the on-call schedule for service technicians. Maintains clear and concise communication with department managers, employees and company customers, including keeping customers appraised as to company schedule and requested lead-times. Provides accounting with maintenance contract billing information. Prepares service invoices and timecards for processing.

**DUTIES AND RESPONSIBILITIES**:

- Ensure all incoming customer calls for service are addressed in a timely manner;
- Schedule and coordinate all service calls as calls are received;
- Maintain the dispatch board / schedule;
- Create Service Order for all service calls;
- Dispatch Service Technicians;
- Debrief Service Technicians after completion of each call;
- Respond to all messages left overnight;
- Forecast workload for 1 week;
- Contact customers with a “Parts Pending” status as parts are received for scheduling;
- Follow up on all pending and recommended work with customer utilizing WIP report;
- Maintain Service Agreements, scheduling, and staging of materials, database information and renewals;
- Order parts for service calls;
- Forward list of parts used by technicians or to be credited by warehouse;
- Maintain on call schedule, to include 1st on call and standby technician;
- File service orders;
- Facilitate return of warranty parts;
- Check service time cards for accuracy;
- Other duties as assigned.

**KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED**:

- Advanced customer service skills;
- Ability to multi-task;
- Organized;
- Basic geographical knowledge of service area;
- Knowledge of industry is recommended;
- Strong computer skills;
- Outgoing, friendly.

**EDUCATION/TRAINING**:

- Post-secondary diploma;
- Two years related experience and/or training in customer service, dispatching or equivalent.

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