Description

General Purpose of Job

Perform service scheduling and resource allocation for residential and commercial garage door and dock leveler repairs while achieving the highest level of customer satisfaction, safety, quality, efficiency and profitability.

Essential Duties and Responsibilities

This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time to time.

• Perform assigned department scheduling, including daily schedule maintenance, dispatching and the coordination and planning of same-day requests while maximizing Company resources to achieve the highest level of customer satisfaction at the lowest cost.
• Update schedule throughout the day as needed in response to customer and business needs.
• Process orders daily and complete data entry with a high degree of accuracy and speed.
• Communicate pertinent customer information to internal and external customers and Service Technicians.
• Effectively manage the preventive maintenance program, following established schedules, and creating and scheduling appointments.
• Efficiently schedule all ‘parts in’ orders.
• Quote repair work using ERP system.
• Provide a consistent high level of customer de-escalation and service resolution.
• Continuously improve processes, procedures and communication in an effort to deliver a high level of service and performance to internal and external stakeholders.
• Work directly with customers, both internal and external, in troubleshooting, scheduling, and resolving complaints.
• Be the primary backup for residential and commercial scheduling.
• Utilize departmental measurements to educate and engage field personnel and other related key departments.
• Maintain a safe and clean work environment by educating and directing team members on use of equipment and resources.
• Adhere to and maintain compliance with established systems, policies and procedures.
• Keep supervisor informed of progress, issues, and successes.
• Identify, recommend, and implement opportunities for continuous performance and process improvements.
• Foster a spirit of cooperation and teamwork within and between departments and shifts.
• Demonstrate and uphold Company values.

Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High school diploma or GED required.
• A minimum of 1-2 years construction trade or supervisory experience preferred.
• A minimum of 3 years experience in a dispatching/scheduling environment preferred.
• Associate degree in Business Administration, Management or related discipline preferred.
• Computer skill proficiency and experience with Microsoft Office programs (i.e. Word, Excel, Outlook) required. Experience with ERP systems preferred.
• Strong written and verbal communication skills required. Ability to compose concise and clear correspondence and reports.
• Ability to effectively utilize technology (tablets, mobile phones, computers, email, and scheduling software).
• Excellent time management skills and the ability to manage multiple priorities.
• Experience in leading and maintaining continuous improvement initiatives preferred.
• Ability to guide others and provide basic direction and speak effectively before groups of employees.
• Ability to successfully work independently and in a team environment. Strong relationship building skills required.
• Ability to read and interpret documents, including but not limited to safety protocols,
• operating and maintenance instructions, policy and procedure manuals.
• Ability to perform mathematical calculations, involving fractions, decimals, and percentages.
• Demonstrated sound judgement, problem solving and decision-making in emotional, difficult, and stressful situations.
• Strong customer service (internal and external) focus.

Remote Work Eligibility

This position is not eligible for remote work.

Physical Demands

The employee is regularly required to sit, stand, and walk. The employee is frequently required to use hands to finger, handle, touch objects or controls; perform repetitive motion and talk or hear. The employee is occasionally required to lift and/or move records, files and reports weighing up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. The employee is occasionally required to work extended or variable hours based on business need.