Dispatcher - San Jose Boiler Works
San Jose Boiler Works – San Jose, CA
Remote Option: No
Full-Time, Non-Exempt
San Jose Boiler Works is currently seeking a Service Dispatcher for our Service department. The successful candidate will be responsible maintain the Service Technicians daily schedules and dispatch the technician to new calls as service calls are completed. Schedule return trips with customers when parts are received. Maintain the On-Call schedule as well as the daily schedule for service technicians. Maintain customer database with current information. The successful candidate will be highly motivated, self-starter with excellent communication skills and attention to detail. We are seeking a qualified, conscientious employee who wants a long-term position.
Essential Functions:
- Proficient in Microsoft applications
- Proficient in the use of phone system, copiers, and other general office equipment.
- Ability to work at computer for extended periods of time.
- Must be able to use a multi-line phone system.
- Position requires paying close attention to detail, and the ability to stay focused for long periods of time.
- Effective verbal and written communication skills.
- Geographical knowledge of service area or map reading skills.
Responsibilities/Duties:
- Dispatch service technicians.
- Maintain the dispatch schedule.
- Create work orders in the system and assign to service technicians.
- Coordinating and scheduling all service work for maintenance, quoted work, time and material, start-ups, emergency calls, etc.
- Forecast workload for 2 – 3 days out with assistance of Service Manager.
- Maintaining a positive attitude and communicating professionally to all customer inquiries.
- Debrief service technicians after completion of each call.
- Maintain the maintenance agreements including billing assist, scheduling, and staging of materials, database information, and renewals.
- Reviewing all open work orders to ensure required work is performed in a timely manner.
- Providing proactive follow up with customers, field representatives and office personnel to ensure outstanding issues are resolved and all commitments and expectations are met or exceeded.
- Check service timecards for accuracy.
Competencies:
- Organized: Sense of urgency with ability to set priorities and build action plans to drive timely execution. Thorough, methodical and result-oriented with great attention to detail. Able to combine the predictability of standard operating procedures with the flexibility of continuous process improvement.
- Problem-solving: Able to identify patterns beyond noise or incomplete information by demonstrating a willingness to engage by asking questions. Attention to detail, able to segregate beliefs and assumptions from facts. Demonstrate strong judgment to turn information into insights, practical solutions and decision-ready recommendations.
- Agile: Hands-on with ability to shift back and forth from self-reliance and personal accountability to cross-group collaboration while making others successful along the way. Capable of operating in a multi-site and matrixed environment. Adaptable and willing to adjust style to audience, learn and grow with the company.
- Customer and Personal Service – Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
- Communication – Effectively communicating as appropriate for the needs of the audience. Excellent communication skills in both oral and written forms.
- Service Orientation – Actively looking for way to help people.
- Coordination – Adjusting actions in relation to others’ actions.
- Clerical – Knowledge of administrative and clerical procedures and systems, such as word processing, spreadsheet maintenance, managing files and records, and other office procedures and terminology.
Qualifications/Requirements:
- Two years related experience and/or training in customer service, dispatching or project management or equivalent combination of education and experience.
- Advanced customer service skills.
- Ability to recognize and resolve issues.
- Advanced and professional communication skills both oral and written with internal and external clients.
- Prioritize appropriately with good time management skills.
We are unable to provide immigration sponsorship for this position.
#LI-JS1 #LI-Onsite
- Health and Welfare
- Medical
- Dental
- Vision
- Prescription drug
- Employee assistance program
- Paid vacation
- Company-paid holidays
- Sick leave
- 401(k) retirement savings plan
- Company-paid long-term disability insurance
- AD&D insurance
- Life insurance
EEO is the Law
If you require assistance applying online, email ta@wearelegence.com. Please include a description of the specific accommodations you are requesting as well as the job title and requisition number of the position for which you are applying. If you are selected for an interview, please notify your recruiter of your accommodation needs. All efforts to provide reasonable accommodations will be made.
Other details
- Pay Type Hourly
- Travel Required No
- Required Education High School
- San Jose Boiler Works, 1585 Schallenberger Road, San Jose, California, United States of America