Service Advisor/Dispatcher

Service Advisor/Dispatcher

SUMMARY OF POSITION

This position is responsible for coordinating the daily service operations within the Dock & Door Division to ensure efficient scheduling, dispatching, and completion of customer projects. The Service Advisor / Dispatcher ensures that technicians are properly assigned, supported, and that all customer expectations are met or exceeded through clear communication and organized workflow management.

ESSENTIAL FUNCTIONS

Coordinate the scheduling of work orders and dispatching of technicians for the Dock & Door Division, including work for new customers, existing account customers, facility management accounts, service platforms (e.g., Service Channel), and third-party accounts. Responsibilities include but are not limited to:

• Dispatching technicians for breakdown and emergency calls.
• Scheduling preventive maintenance (PM) services.
• Coordinating installation projects with Operations and field technicians.
• Assisting in the setup of new customer accounts.
• Opening work orders and processing information through company software (e.g., Tinnacity), maintaining notes in the appropriate system, and ensuring timely work order closure.
• Making referrals to Sales as appropriate.
• Preparing repair quotes and communicating with customers, following up as needed.
• Tracking Work in Progress (WIP), processing PM reports, and following up on outstanding work or documentation.

Support technicians by coordinating scheduling, communicating customer requirements, providing job updates, and working with the Parts Department to ensure parts are available for scheduled work. Communicate with customers to confirm appointments, modify schedules as needed, and provide status updates.

Perform quoting tasks as needed, including creating, processing, and submitting estimates for approval. Track ordered parts for pending jobs and provide customer updates regarding scheduling and status.

Serve as the liaison between customers and internal departments (Parts, Sales, and Operations). Handle incoming calls, coordinate service requests, develop or respond to emails, set up new customers, and provide updates regarding service results, PM reports, billing inquiries, or scheduling concerns. Assist the Sales and Parts Departments as required.

KNOWLEDGE, SKILLS, AND ABILITIES

• Ability to understand and interpret vendor invoices, statements, and other requests for payment.
• Ability to calculate numbers, create spreadsheets, correct entries, and post to records.
• Ability to communicate effectively, both orally and in writing, with customers, technicians, and internal departments.
• Ability to create, compose, and edit written materials.
• Ability to analyze information, identify issues, and develop effective solutions.
• Ability to process computer data and to format and generate reports.
• Attention to detail and accuracy in data entry, quoting, and documentation.
• Reliable and predictable attendance.

QUALIFICATION STANDARDS

High school diploma or equivalent and 1-3 years' service department or dispatching experience are required.  An Associate’s Degree or equivalent technical training in a related field and 2 years of customer service and supervisory experience is preferred.

Equivalent combinations of education and experience will be considered.