Service Dispatch
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Service Dispatch

Service Dispatch

The Dispatcher performs daily tasks required to support the current and potential customer base and the service technicians. The primary responsibility is customer service internally and externally. This role interacts with existing customers, primarily by phone, to ensure timely dispatching of technicians. Relies on experience and judgment to plan and accomplish goals. A certain degree of creativity and latitude is required.

Description of Duties:

Scheduling/Dispatching

  • Communicates with internal and external customers to dispatch and schedule technicians for emergency service calls
  • Communicates plans and schedules all monthly preventative maintenance (PM) schedules 30 days prior to the PM scheduled due dates
  • Works with the Service Sales Representative, internal and external customers to dispatch and schedule technicians
  • Reviews all open work orders daily, assigns and schedules with technician to complete on a timely basis
  • Receives and assigns service technician requests for Project work
  • Verifies, confirms, and balances time off for service technician staffing levels and properly covers the workload for the department
  • Maintains proactive technician schedules by communicating with assigned technicians, entering their schedules on the dispatch board, and forecasting service technician schedules out at a 1-week minimum
  • Maintains proactive technician schedules by developing and implementing processes to clearly communicate schedules to assigned service technicians daily
  • Creates and supplies work orders and all necessary data to technicians on a timely basis
  • Maintains assignments for assigned technicians on the dispatch board to ensure the maximum but efficient capacity of technicians
  • Manages and monitors measurable items to reach goals:

o Alerts; return trips
o Unscheduled calls and requests
o Preventative maintenance work orders completed within a 60-day window or work order notification

  • Works with the Service Sales Representative on new maintenance agreement set-up and process of technician selection, scheduling and start-up of agreements
  • Responsible for the forecasting of manpower due to variables such as weather and related workload, seasonal requirements and requests

Service Technician Support

  • Reviews and evaluates performance of assigned apprentices in conjunction with the Service Manager
  • Provides all pertinent information (contact name, location, description of call) for calls and scheduling to technicians
  • Executes Service Technician onboarding/separation process for assigned technicians
  • Maintains data base on the Service Drive for assigned technicians – contact info, certifications, etc.

Other Duties May Include

  • Manages, records, and schedules technical and safety training for the department staff
  • Schedules Service Department vehicle maintenance; develops and implements an efficient process for reducing overhead and downtime for vehicle repairs along with maintenance needs in the Department
  • Manages large customer-specific service processes and aligns with internal processes

Minimum Knowledge, Experience & Skills Requirements:

  • High school diploma or GED
  • 2-4 years of experience in service dispatching or related field
  • Familiar with standard concepts of HVAC
  • Efficient keyboarding skills and computer knowledge in Microsoft Office
  • Ability to establish and maintain strong working relationships as a team player
  • Strong interpersonal and communications skills
  • Problem and logical analysis skills
  • Self-motivated, open-minded, results and action oriented
  • Ability to handle multiple projects and support multiple team members with minimal supervision
  • Exceptional skills in time management, organization and attention to detail
  • Good written and oral communication skills
  • Ability to work well with all levels of management and staff with follow-up and follow through methods

About Tweet/Garot
Tweet/Garot Mechanical, Inc. is a mechanical contracting company with offices in De Pere, Wisconsin Rapids, and Tomahawak Wisconsin. Tweet/Garot has been in business since 1897. Our business consists of design, engineering, fabrication and installation of plumbing, heating, air conditioning systems, and process and boiler piping, as well as building automation services. We also design, manufacture, and install food processing equipment. We service what we install by providing our customers with a full range of HVAC and plumbing service and maintenance.

Our Culture
We know our success is our people! We want you to love what you do, at Tweet/Garot our employees matter. Joining our team is your opportunity to be your personal best.

Excellent benefits
We offer employees meaningful benefits, including health insurance plans, 401(k), company-sponsored life insurance, a generous paid-time-off package, on-the-job training, and opportunities to grow and develop.

Please submit your application and resume, if available, to: [email protected]

TWEET/GAROT MECHANICAL, INC. IS AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER

To apply for this job email your details to hr@tweetgarot.com

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