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About the Role

As a Service Coordinator/Dispatcher, you will be a central point of communication, responsible for keeping the service process moving by planning and scheduling field technicians, monitoring work, communicating with customers, and coordinating parts and job requirements through to completion.

Responsibilities

Schedule and coordinate field service technicians for breakdowns, preventive maintenance, repairs, installations, and other customer work.
Pre-plan upcoming service work and PMs to ensure jobs are properly prepared.
Prioritize and adjust schedules based on customer needs, urgency, technician availability, geography, parts availability, and changing priorities.
Coordinate larger installation schedules and projects with Operations and field employees.
Monitor Work in Progress and follow up on open work orders and outstanding documentation.
Review work orders for completeness and accuracy, including labor, parts, service notes, and other required information.
Monitor technician time records related to service work and follow up on missing or incomplete information.
Communicate with customers regarding appointments, scheduling changes, job status, service results, and follow up.
Build and maintain positive customer relationships by keeping customers informed throughout the service process.
Coordinate with Parts, Sales, Operations, suppliers, and field employees to ensure jobs are properly prepared.
Track parts and other information that may affect scheduling or completion of customer work.
Assist with repair quotes, customer approvals, purchase order information, and service documentation.
Maintain accurate customer, work order, and service information in Company systems.
Identify and help resolve scheduling, parts, documentation, or service issues before they become larger problems.
Serve as the primary contact for after hours emergency service calls, including nights and weekends, coordinating technician response and customer communication.
Provide administrative and coordination support throughout Northeast Dock & Door as needed.

Requirements

Previous experience scheduling and coordinating field service technicians in overhead door and loading dock service or another building trade is strongly preferred.
Experience in construction, industrial service, material handling, or another field service environment is a plus.
Strong organizational, planning, and follow through skills.
Strong customer service and communication skills.
Confidence communicating with customers and field employees by phone, email, and in person.
Ability to manage multiple priorities, interruptions, and changing schedules in a fast paced environment.
Strong attention to detail and accuracy.
Good problem solving skills and the ability to recognize issues before they affect the customer.
Strong computer skills, including Microsoft Office, and the ability to learn and effectively use work order and service management software.
Ability to work effectively with different personalities and communication styles.
Ability to work independently while collaborating with employees throughout the organization.
Reliable and predictable attendance.
Ability and willingness to be available for after hours emergency service calls, including nights and weekends.

Skills

Scheduling
Coordination
Customer Service
Communication
Organization
Planning
Follow Through
Problem Solving
Attention to Detail
Microsoft Office
Work Order Management Software

Location

Northeast Dock & Door

Work Type

Full Time

Experience Level

Depending on Experience

Salary/Compensations

$26.00 to $30.00 per Hour

Benefits

Low cost medical, dental, and vision insurance.
401(k) retirement plan with a 50% Company match on the first 5% contributed.
Paid vacation and sick time.
Paid Company holidays.
Company paid life insurance.
Disability insurance.
Company clothing allowance.
Wellness reimbursement program.
Employee referral program.
Opportunities for training, professional development, and career advancement.
Company events and celebrations, including our annual employee celebration, which alternates between the Clambake and Dinner Dance Gala.
A supportive, family oriented work environment where employees are valued and respected.

About the Company

Since 1954, Thompson & Johnson Equipment has built its reputation by investing in our employees, supporting our customers, and Delivering Our Promise every day.
As a family owned company, we believe our employees are our greatest asset. We are committed to providing a workplace where people are respected, supported, encouraged to grow, and given opportunities to build rewarding careers.
Northeast Dock & Door (NEDD) is a division of Thompson & Johnson Equipment specializing in dock and door equipment, products, service, and solutions for commercial and industrial customers.

Equal Opportunity

Thompson & Johnson Equipment Co., Inc. is proud to be an Equal Opportunity Employer. We are committed to creating a workplace where all employees are treated with dignity and respect and where employment decisions are based on qualifications, merit, and business needs.