The purpose of your role as a Service Dispatcher
As a Service Dispatcher, you will be responsible for effectively maintaining service technicians weekly work schedules and dispatching the technicians according to the schedule. Clear and concise communications with department managers, employees, and customers is required to ensure customer commitments are met. This role will provide basic accounting and administrative support to other members of the service team.
Field Support:
- Provide logistical support to the field to assure maximum output per labor-hour. Acquire and maintain the knowledge to qualify every request for service to establish maximum response time requirements. Communicate schedule to customer.
- Work with the team to support the operation of MobileTech.
- May provide support to other Harris locations with MobileTech implementation or operation.
- Understand applicable union field labor agreements to ensure that all assignments made to service representatives fall within scope and obligation of those agreements.
Service Personnel Dispatching:
- Dispatch service personnel to satisfy customer problems based on skills, nature of problems, location of problem, and locations of personnel. Independently determine the best service representative to complete the task. Effectively match technician skill level with problem while maintaining cost effectiveness.
- Provide effective work schedules for field personnel to maximize use of skills while maximizing revenue to effectively meet customer needs while allowing time for emergency calls.
- Sufficient display of knowledge about geographical layout to make independent, logical decisions concerning reassignment for spot calls and assignment of scheduled work.
- Dispatch personnel and equipment in accordance with applicable contractual agreements. Display complete independent understanding of components of the standard contractual agreements including services provided and terms and conditions.
- Complete level 1 service report audit to check for accurate and complete information according to outlined procedure.
- Send out monthly letters, schedule RPZ testing and may file tests with the appropriate city along with the required fees. Update the RPZ data base as changes and additions are made.
Customer Relations:
- Advise service manager of customer comments.
- Expedite resolution of complaints to ensure and maintain long-term relationships. Communicate resolution to customer.
- Maintain the confidentiality of information pertaining to the operating unit, total company, and any other proprietary information which normally crosses the desk.
- Build and maintain rapport and positive working relationships with all inter-company, remote Harris locations, and field personnel in order to resolve problems, exploit opportunities, and maximize profit. Coordinate with all departments to assure proper and timely flow of data to the Business Systems Specialist.
- Build rapport and productive working relationships with customers, vendors, and other outside agents. Effectively represent company’s interest to outside agents to maximize profits.
- Participate in continual training to become aware of field activities and mechanical systems. Ask appropriate questions when needed and gather sufficient information for the timely and cost-effective dispatching of appropriate personnel, tools, and equipment.
- Determine and dispatch appropriate service representatives to ensure quick and efficient resolution of problems while building and maintaining customer confidence and satisfaction. Keep the customer informed on action taken.
- Maintain awareness of high credit risk customers and obtain approval from your service manager prior to authorizing service. Diplomatically communicate response to customer.
Administrative Support:
- Verify accuracy of billing data and work orders and revise any errors
- Perform day-to-day administrative tasks such as maintaining information files and processing paperwork
- Provide requested information to supervisors, co-workers, and other team members by telephone, in written form, e-mail, or in person.
Team Collaboration:
- Inform manager of work progress, customer relations, field personnel relations, material administration and other matters affecting service operations.
- Provide support for any special projects as assigned by your manager. These special projects, at the determination of your manager, may or may not become part of this position’s primary responsibilities.
- Work with the Business Systems Specialist to assure all data is processed accurately and within agreed upon schedules.
What we're looking for in you
- 2+ years of customer service experience
- 1+ years of prior HVAC dispatching or related experience preferred
- 2+ years of proficient use/understanding of Microsoft Word, Excel, and Outlook
- 1+ years of knowledge of basic accounting principles and practices
- 1+ years of basic understanding of mechanical systems – what they do and how they operate - preferred
Your life at Harris
As one of the country's leading mechanical contractors, Harris offers you the best of both worlds: the stability, resources and opportunities of a national company, and the team culture, creative spirit and customer loyalty of a local business. If you thrive on variety and new challenges, we want to meet you!
From stadiums to manufacturing facilities, power plants to hospitals, concert halls to classrooms, we handle projects of all sizes and complexity from multiple regional locations across the country.
Harris Benefits + Compensation
- Medical, dental, vision, and life insurance
- 401K with company match
- Vacation time, sick time, and paid holidays
- Paid Parental leave
- Short-Term Incentive Plan
Visit our Careers Page for additional benefits details: https://www.harriscompany.com/careers/employee-benefits-at-a-glance
Pay Range: $21.32 - $31.98 per hour
The actual salary offer will vary by candidate based on a wide range of factors such as specific skills, qualifications, experience, and location.
