Service Coordinator

Title: Service Coordinator (Dispatcher)

Location: Indianapolis, IN

Job Description:

Assists in the routing and re-routing of the technicians based on the schedule provided and interacts with the customers to determine their needs by performing the following duties:

Responsibilities:

• Works effectively with Field Service Managers and Service Manager to dispatch / assign workers to sites during business hours which could include weekends and holidays.
• Ability to schedule manpower and prioritize work schedule based on customer required ETA.
• Coordinate with customer POC to find acceptable times for tech to be dispatched to site.
• Communicates known updates re: client/site/equipment to the Service System Administrator to ensure the ERP is always up to date.
• Maintains quality service by following organization standards.
• Enter incoming service calls via email or by phone into dispatching software.
• Answer all incoming phone calls before the third ring.
• Time stamp techs and log labor and parts used into software.
• Enter materials into purchase orders when needed.
• Edits/Updates work order attachments or file names to assist with future recall or billing needs.
• Generates appropriate paperwork / forms for assigned technicians as needed.
• Be available to answer technician questions.
• Debrief Service Technicians after completion of each call and update work order in ERP.
• Maintain the dispatch board / schedule.
• Update service database from service ticket.
• Communicate with service billing and other departments to answer questions and concerns.
• Provide premier customer service to internal and external customers at all times.

Qualifications:

• Must have a working knowledge of MS Word, MS Excel and MS Access
• Must have strong math skills.
• Must have excellent communication skills, both oral and written.
• Strong attention to detail and enjoy working in a fast paced environment.