The purpose of your role as a Service Dispatcher

As a Service Dispatcher, you will be responsible for effectively maintaining service technicians weekly work schedules and dispatching the technicians according to the schedule. Clear and concise communications with department managers, employees, and customers is required to ensure customer commitments are met. This role will provide basic accounting and administrative support to other members of the service team. This is an in-office position at our Rochester, MN office. 

Field Support:

• Provide logistical support to the field to assure maximum output per labor-hour. Acquire and maintain the knowledge to qualify every request for service to establish maximum response time requirements. Communicate schedule to customer.
• Work with the team to support the operation of MobileTech system
• Understand applicable union field labor agreements to ensure that all assignments made to service representatives fall within scope and obligation of those agreements.

Service Personnel Dispatching:

• Dispatch service personnel to satisfy customer problems based on skills, nature of problems, location of problem, and locations of personnel. Independently determine the best service representative to complete the task. Effectively match technician skill level with problem while maintaining cost effectiveness.
• Provide effective work schedules for field personnel to maximize use of skills while maximizing revenue to effectively meet customer needs while allowing time for emergency calls.
• Sufficient display of knowledge about geographical layout to make independent, logical decisions concerning reassignment for spot calls and assignment of scheduled work.
• Dispatch personnel and equipment in accordance with applicable contractual agreements. Display complete independent understanding of components of the standard contractual agreements including services provided and terms and conditions.
• Complete level 1 service report audit to check for accurate and complete information according to outlined procedure.
• Send out monthly letters, schedule RPZ testing and may file tests with the appropriate city along with the required fees. Update the RPZ data base.

Customer Relations:

• Advise supervisor of customer comments.
• Expedite resolution of complaints to ensure and maintain long-term relationships. Communicate resolution to customer.
• Build and maintain rapport and positive working relationships in order to resolve problems, act on opportunities, and maximize profit. Coordinate with all departments to assure proper and timely flow of data to the Business Systems Specialist.
• Build rapport and productive working relationships with customers, vendors, and other outside agents. Effectively represent company’s interest to outside agents to maximize profits. 
• Participate in continual training to become aware of field activities and mechanical systems. Ask appropriate questions when needed and gather sufficient information for the timely and cost-effective dispatching of appropriate personnel, tools, and equipment.
• Determine and dispatch appropriate service representatives to ensure quick and efficient resolution of problems while building and maintaining customer confidence and satisfaction. Keep the customer informed on action taken.

Administrative Support:

• Verify accuracy of billing data and work orders and revise any errors
• Perform day-to-day administrative tasks such as maintaining information files and processing paperwork

What we're looking for in you

• 2 years of customer service experience
• 1 years of prior HVAC dispatching or related experience preferred
• Proficient in Microsoft Word, Excel, and Outlook
• Knowledge of basic accounting principles and practices
• Basic understanding of mechanical systems preferred

Your life at Harris

As one of the country's leading mechanical contractors, Harris offers you the best of both worlds: the stability, resources and opportunities of a national company, and the team culture, creative spirit and customer loyalty of a local business. If you thrive on variety and new challenges, we want to meet you!

From stadiums to manufacturing facilities, power plants to hospitals, concert halls to classrooms, we handle projects of all sizes and complexity from multiple regional locations across the country.

Harris Benefits Compensation

• Medical, dental, vision, and life insurance
• 401K with company match
• Vacation time, sick time, and paid holidays
• Paid Parental leave
• Short-Term Incentive Plan

Visit our Careers Page for additional benefits details: https://www.harriscompany.com/careers/employee-benefits-at-a-glance

Pay Range: $22.02 - $33.03 per hour

The actual salary offer will vary by candidate based on a wide range of factors such as specific skills, qualifications, experience, and location.