Overview

The HVAC Service Dispatcher , reporting to the Service 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. Works under general supervision following clearly defined procedures and policies.

Benefit Information: ABM offers a comprehensive benefits package. For information about ABM’s benefits, visit file:///C:/Users/dawh5025/AppData/Local/Microsoft/Windows/INetCache/Content.Outlook/7LP03E5R/2024-Recruitment-Staff-Mgmt-11.6.23.pdf

Essential Functions

• Support 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.

• Support monthly maintenance planning process to schedule and dispatch field technicians.

• Act as a single point of contact for all types of customer service request and emergency calls.

• Prioritize calls based on severity and availability of appropriate service tech.

• Qualify every request for service to establish maximum response time requirements.

• Determine and dispatch appropriate technicians to ensure quick and efficient resolution of problems while building and maintaining customer confidence and satisfaction.

• Communicate schedule with customer and keep customer informed of actions taken.

• Inform Service Manager of work progress, customer relations, field personnel relations, material administration and other matters affecting service operations.

• 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 weekly in accordance with established procedures.

• Provide logistical support to the field to assure maximum output per labor-hour.

• Maintain understanding of mechanical systems in order 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.

• Provide support for any special projects as assigned by your supervisor/manager as assigned.

Scope Factors (i.e., Revenue Scope, Assets Scope, Budget Scope, Profit/Loss Scope, Supervisory Scope)

• Communication with ABM Customers to dispatch mechanical and electrical service technicians to commercial buildings to service and/or repair HVAC and/or electrical equipment

• Responsible for dispatching up to 25 service technicians to multiple sites each week

• Dispatches technicians within a 100-200 miles radius

• Reports to the head of the Service Department in the branch.

• No direct reports

• Must have a minimum of three (3) years of experience dispatching and/or a service capacity, preferably in the HVAC / Electrical / Mechanical service industry.

Qualifications – Education & Experience

• High School Diploma or GED is required.

• Preferred to have 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.

• 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).

REQNUMBER: 90950

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.