Job Information
ABM Industries HVAC Service Coordinator in Tucson, Arizona
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.