Job Summary

Our Service Dispatcher, dispatches required Service Technicians aligning the appropriate skill level for the service call, minimizing unnecessary costs and building customer confidence. Dispatches for respective business units throughout the work week or as needed. Managing and coordinating daily service technical field operations including sourcing any required service repair materials for assigned service trades.

Company Overview

Established in 1946, TDIndustries has developed into one of America's premier Mechanical Construction and Facility Services companies serving clients through the full life-cycle of a facility, to include engineering, construction, operations and maintenance. For 70 years, our employee-owned company has provided innovative services that optimize the performance of world-class mechanical and electrical systems that serve healthcare facilities, hotels, schools, sports arenas, mission critical facilities and industrial complexes and other essential institutions.

Our employees, whom we call “Partners” are the heart of our success and what sets us apart from our competitors. FORTUNE Magazine recognized TDIndustries as one of the "100 Best Places to Work", "Top 50 Training Organizations" and "Top 30 Companies to Retire From" due to our solid commitment to the personal and professional development of each employee.

Essential Duties

• Manages customer’s requests, and delivers exceptional service to meet or exceed their expectations. Answers inbound customer contacts via phone, email, or web portal and organizes customer work orders prior to sending to a Service Technician.
• Reviews work orders and updates, to include verifying customer information and job scope is correct.
• Manages customer portals per customer requirements and needs through completion of work order status updates.
• Assists with scheduling customer maintenance contracts and organizes Service Technicians work-flow to accommodate for these contract needs.
• Communicates effectively to provide prompt and responsive service to the Customers’ immediate and long-term needs. Communicates any status changes of the work order to the customer until completion, to include expected follow up.
• Continual daily monitoring and prioritizing new unscheduled work orders, incomplete work orders, open bookings, based on urgency and severity of job scopes.
• Plans, schedules, and dispatches work orders to meet the needs of internal and external customers.
• Monitors dispatch board and creates plans to address active work orders and coordinate technician schedules non-work order activities.
• Works cohesively with operations, sales, support, Contact Center, and non-service teams to meet daily customer needs.
• Utilize work order time-line notes to keep all Partners informed of customer communication, status updates, and follow up for work orders. Also, using email, phone, Teams, or other communication method for urgent or escalated items.
• Compiles and prepares on call and after hours transition or hand-off to the Contact Center.
• Customer structure and proactive maintenance and notification/ taking action to correct any incorrect information.

Minimum Requirements

• 3-5 years of Service Dispatching experience. 
• Service/Construction Industry dispatching experience (Plumbing or HVAC) 
• High School or GED.
• Knowledge of procedures and guideline for emergency situations.
• Outstanding organizational and multitasking abilities.
• Active listener with excellent communication skills.
• Work performed in an open office/collaborative setting.

TDIndustries is an Equal Opportunity Employer. TDIndustries recruits qualified applicants and advances in employment its employees without regard to race, color, religion, sex, gender, sexual orientation, gender identity, gender expression, age, disability, genetic information, ethnic or national origin, marital status, veteran status, or any other status protected by law. EOE Minorities/ Females/ Protected Veterans/ Disabled