Service Dispatch Coordinator

Role Overview We are seeking a highly organized, customer-focused, and proactive Service Dispatch Coordinator to join our team. The ideal candidate will be instrumental in ensuring the timely and efficient resolution of service incidents, providing end-to-end support, and maintaining strong communication with clients, technicians, and internal stakeholders. This role requires exceptional problem-solving skills, a keen eye for detail, and the ability to thrive in a fast-paced, data-driven environment.

Responsibilities

Service Coordination & Scheduling

• End-to-End Management: Oversee the process from initial contact to resolution and invoice generation.

• Smart Dispatching: Schedule technicians based on data-driven assignments, ensuring optimal routing and workload balance.

• Dashboard Monitoring: Prioritize tasks by age, client SLA, and urgency (including Premier/Platinum accounts and drive-thru paging).

• Documentation: Create detailed scopes of work for all service trips and ensure accuracy in incident notes.

• Activity Review: Confirm prior day’s activity and ensure all completed jobs are recorded.

• Forward Planning: Finalize the following day's schedule at least two hours before COB for review and mapping.

• Real-time Communication: Notify clients and technicians of last-minute changes immediately via phone or email.

• Collaboration: Work with subcontractors, Field Operations, and Internal Affairs to meet SLAs and facilitate equipment orders.

Customer & Communication Management

• Client Support: Provide technical assistance and resource scheduling.

• High Availability: Maintain constant availability on Genisys for direct line calls.

• Detailed Updates: Ensure job confirmations include specific notes (who, what, when) for technician visibility.

• Responsiveness: Respond to all requests and emails within 6 business hours and by end-of-day.

• SLA Management: Proactively escalate P1 and P2 tickets approaching or breaching SLAs to management.

• Professionalism: Maintain cordial relationships with all internal and external stakeholders.

• Meetings: Participate in regularly scheduled team calls and client QBRs as needed.

Documentation & Reporting

• System Integrity: Log all incident information thoroughly in the management system.

• Quality Improvement: Conduct post-incident reviews to identify lessons learned.

• Admin Support: Assist with contract reviews, equipment lists, and general product reporting.

• Client Reporting: Provide custom reports for designated customers and update 3rd party systems accurately.

• BWC Management: Keep the Buyer’s Work Center (BWC) up to date.

Operational Excellence & Team Collaboration

• Process Improvement: Proactively identify and recommend internal and client-facing operational improvements.

• Logistics: Order incident-related equipment and provide tracking info to technicians.

• Team Support: Collaborate with assigned backups for time-off scheduling and workload balancing.

• Problem Solving: Utilize strategic thinking to navigate "gray areas" and overcome roadblocks.

Minimum Skills, Knowledge, and Ability Requirements

• Experience: At least 1 year in a client-facing or customer support role (dispatch/coordination experience preferred).

• Communication: Proficient English with strong written and oral skills; exceptional interpersonal skills.

• Technical & Analytical: * Computer literate (Genesys, Dispatch Dashboards, incident systems).

  • Strong record-keeping and analytical skills with attention to detail.

  • Critical thinking for navigating "gray areas."

• Organizational: * Ability to manage multiple tasks and prioritize effectively.

  • Strong work ethic and service-oriented mindset.

  • Proven leadership and efficient problem-solving skills.

• Flexibility: * Ability to work afternoon shifts as needed.

  • Adaptable to changes as the client base evolves.