A Field Service Dispatcher coordinates service requests and manages the schedules of field technicians to ensure timely and efficient service delivery. This role is a key point of contact for technicians, customers, and other departments, requiring strong communication, organizational, and problem-solving skills.
Job summary
The Field Service Dispatcher is responsible for organizing, scheduling, and deploying field service technicians to customer locations for installation, maintenance, and repair jobs. This individual acts as the central communication point, ensuring smooth operations, resolving customer issues, and maximizing technician productivity.
Essential duties and responsibilities:
• Customer communication: Receive inbound service requests via Salesforce and, dispatch or enterprise resource planning (ERP) system. Proactively provide customers with updates on technician arrival times and service status.
• Technician dispatch: Coordinate and dispatch field technicians for service calls, optimizing schedules based on technician skill sets, availability, and geographical proximity to the job site. Manage scheduling for both routine and emergency service work via Salesforce.
• Work order management: Open, track, and close work orders and service appointments in the system, ensuring that all job details, materials, and labor hours are accurately recorded for invoicing. Monitor job progress and re-route technicians as needed to meet service-level agreements.
• Logistics coordination: Coordinate with other departments, such as sales and parts, to ensure technicians have the necessary tools, parts, and information to complete their jobs.
• Reporting: Generate reports on service metrics, such as work order statuses, technician utilization rates, and scheduling efficiency.
• Problem-solving: Handle unexpected issues, such as emergency calls, traffic delays, or equipment problems, and find prompt solutions to minimize service disruptions.
• Database maintenance: Keep customer files and scheduling information accurate and up to date in the database.
Requirements
Skills and qualifications
• Experience: Previous experience in a dispatching, logistics, customer service, or call center role is required.
• Education: A high school diploma or equivalent.
• Technical skills:
o Proficiency with Salesforce, computer software, including dispatching software, GPS, and Microsoft Office.
o Ability to schedule up to 20 field service technicians.
o Accurate and fast typing and data entry skills.
• Soft skills:
o Excellent communication (verbal and written) and interpersonal skills.
o Exceptional organizational skills and meticulous attention to detail.
o Strong multitasking and time-management abilities in a fast-paced environment.
o Effective problem-solving and decision-making skills.
o Adaptability and emotional resilience, especially when handling stressful situations.
o A customer-oriented and professional attitude.
