Job Description

SUMMARY

Dispatches service technicians to install, service, and repair oil burner systems, hot water appliances or air conditioning units by performing the following duties.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide Back-up to Customer Service team when situation is required
• Reviews work orders from departments or complaints from customers and records type and scope of service to be performed.
• Prioritize field service technician schedules according to urgency, resources and availability.
• Works with the field service supervisor to improve productivity, morale, and maintain a culture of providing exceptional service.
• Contacts supply vendors, verify availability of parts and equipment to ensure on time scheduled work performance.
• Receives progress update calls from service technicians by telephone, or in person.
• Informs workers of type and location of work to be performed and dispatches workers to job. Map reading skills are essential.
• Keeps a record of repairs, installation, removal of equipment or appliances, and hours required on each job.
• Responsible for securing and closing the building and the end of the shift.
• Contacts customers to provide updates on arrival and/or reschedule of appointments.
• Documents customer contact and/or customer issues and work to resolve problems.
• May be required to work from home during severe weather conditions
• May be required to interpret and apply labor contract language if applicable.

QUALIFICATIONS

• Proficient in Windows environment, (MS Office Suite, MS Outlook) and Web navigation.
• Ability to learn software applications that are required for successful job performance.
• Excellent communication and problem-solving skills.
• Must be able to work in a team structured environment.
• Can perform satisfactorily when not directly provided with guidance and supervision
• Ability to juggle priorities
• Must have a personal cell phone that can be used for business purposes

SUPERVISORY RESPONSIBILITIES

Indirect supervision of 5 - 10 Service Technicians. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.

You should be proficient in:

• Customer Service
• Continuous Improvement
• Scheduling Experience
• Budgeting / Forecasting Experience
• Excellent Communication Skills
• Microsoft Excel

Machines & technologies you'll use:

• ERP Software

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