Dispatcher

Job DescriptionThe HVAC Service Dispatcher, reporting to the Area Operations Support Manager, is responsible for dispatching of HVAC Service Technicians to customer locations. This position will also grow to include additional business functions such as: perform moderately complex accounting activities associated with maintaining a complete and accurate general ledger for financial reporting to management and contract management. Works under general supervision following clearly defined procedures and policies.This is a full time onsite in the office 5 days/week.Essential FunctionsSupport the performance of the branch operations, including planned and unplanned maintenance/service calls from customers.Support successful operations consistent with ABM policies, programs, procedures, systems, and guidelines.Work collaboratively with the Operations Team's Service Manager, Service Coordinator, and the Field Technical Supervisor in identifying the appropriate labor matching technical skills with appropriate budget and spend plan. Provide logistical support to the field to assure maximum output per labor-hour.Dispatch technicians to ensure quick and efficient resolution of problems while building and maintaining customer confidence and satisfaction.Have thorough understanding of Northern California Highway network and geography to create an efficient route plan for the 25-40 technicians within the one hundred - 200-mile radius from the Benicia office.Run Daily Activity Reports on Technician work progress and provide service order reports to customers and finance team.Support monthly maintenance planning process to schedule and dispatch field technicians.Function as a single point of contact for all types of customer service request and emergency calls. Communicate schedule with customer and technicians and keep all informed of actions taken.Prioritize calls based on severity and availability of appropriate service technicians.Qualify every request for service to establish maximum response time requirements.Provide support for any special projects as assigned by the Area Operations Support Manager.Provide effective work schedules for field personnel to maximize use of skills while cost effectively meeting customer needs and providing contingency time for emergency calls.Audit service reports daily in accordance with established procedures.Maintain understanding of mechanical systems to make appropriate decisions in scheduling all types of work (P.M., repairs, replacement, etc.).Inform Service Manager of work progress, customer relations, field personnel relations, material administration and other matters affecting service operations.Communication with ABM Customers to dispatch mechanical and electrical service technicians to commercial buildings to service and/or repair HVAC and/or electrical equipment.Qualifications - Education & Experience•High School Diploma or GED is required.•Must have a minimum of three (3) years of experience dispatching and/or a service capacity, preferably in the HVAC / Electrical / Mechanical service industry.•Mechanical aptitude to ask questions and anticipate the next step in the process is critical.•Professional communication skills over the phone and email with customers and internal team members.•Working knowledge of local geography, ability to read maps and online navigation system.•Ability to multi-task and be detail oriented with strong organizational skills.•Ability to use discretion and judgment to make timely decisions.•Strong computer skills with Microsoft Word, Excel, Outlook.•Available as necessary for after-hours dispatching.•5% travel (for training purposes)