Advanced Pump Company, Inc.
Service Coordinator / Dispatcher
Advanced Pump Company, Inc., Boston, Massachusetts, us, 02298
We are seeking a detail-oriented and organized Service Coordinator/Dispatcher to join our team to manage the scheduling, coordination, and dispatching of service calls for our pump and motor repair and maintenance team. The ideal candidate will have excellent communication skills, a strong understanding of the pump and motor service industry, and the ability to work in a fast-paced environment while ensuring timely and efficient service delivery to clients.
Key Responsibilities Service Coordination
Schedule and dispatch technicians for pump and motor maintenance, repair, and installation jobs using ServiceTitan.
Review service requests and prioritize based on urgency, customer needs, and technician availability.
Communicate with customers to confirm service details, address inquiries, and provide updates on service status.
Ensure all work orders are accurately logged and maintained in the service management system.
Dispatching and Logistics
Assign technicians to service calls based on their skill set, location, and availability using ServiceTitan.
Manage technician routes to optimize time and reduce travel costs.
Monitor technician progress throughout the day, ensuring that job completion times are met.
Customer Service
Act as the main point of contact for customers regarding service scheduling, dispatch, and post-service follow-ups.
Resolve customer complaints or issues promptly and effectively, ensuring a high level of customer satisfaction.
Documentation and Reporting
Maintain accurate records of service requests, job statuses, and parts inventory.
Ensure all necessary documentation (service reports, time logs, and invoicing) is completed and filed in a timely manner.
Generate reports on service activities and technician performance when required.
Inventory and Parts Management
Coordinate with the parts department to ensure technicians have the necessary tools and parts for each job.
Monitor inventory levels and request replenishment of commonly used parts to avoid service delays.
Safety and Compliance
Ensure that technicians follow all safety protocols and regulatory requirements when servicing pumps and motors.
Provide support in keeping all necessary certifications and licenses up to date for both the service team and the company.
Qualifications
Proven experience as a dispatcher, coordinator, or similar role, preferably within the pump, motor, or mechanical service industry.
Strong knowledge of pump and motor systems and their maintenance requirements is a plus.
Excellent communication skills, both verbal and written.
Strong organizational and time management skills with the ability to handle multiple tasks simultaneously.
Ability to work under pressure and resolve issues promptly.
Familiarity with service management software (ServiceTitan, QuickBooks etc.).
Basic understanding of inventory management and parts ordering.
Preferred Qualifications
Technical background or certification in mechanical, electrical, or industrial fields.
Previous experience working with a team of field technicians.
PTO
401K
Yearly Bonus
Job Details Pay: $57,000 - $70,000 / year
401(k)
Health insurance
Paid time off
Location: Woburn, MA 01801 (Required)
#J-18808-Ljbffr
Key Responsibilities Service Coordination
Schedule and dispatch technicians for pump and motor maintenance, repair, and installation jobs using ServiceTitan.
Review service requests and prioritize based on urgency, customer needs, and technician availability.
Communicate with customers to confirm service details, address inquiries, and provide updates on service status.
Ensure all work orders are accurately logged and maintained in the service management system.
Dispatching and Logistics
Assign technicians to service calls based on their skill set, location, and availability using ServiceTitan.
Manage technician routes to optimize time and reduce travel costs.
Monitor technician progress throughout the day, ensuring that job completion times are met.
Customer Service
Act as the main point of contact for customers regarding service scheduling, dispatch, and post-service follow-ups.
Resolve customer complaints or issues promptly and effectively, ensuring a high level of customer satisfaction.
Documentation and Reporting
Maintain accurate records of service requests, job statuses, and parts inventory.
Ensure all necessary documentation (service reports, time logs, and invoicing) is completed and filed in a timely manner.
Generate reports on service activities and technician performance when required.
Inventory and Parts Management
Coordinate with the parts department to ensure technicians have the necessary tools and parts for each job.
Monitor inventory levels and request replenishment of commonly used parts to avoid service delays.
Safety and Compliance
Ensure that technicians follow all safety protocols and regulatory requirements when servicing pumps and motors.
Provide support in keeping all necessary certifications and licenses up to date for both the service team and the company.
Qualifications
Proven experience as a dispatcher, coordinator, or similar role, preferably within the pump, motor, or mechanical service industry.
Strong knowledge of pump and motor systems and their maintenance requirements is a plus.
Excellent communication skills, both verbal and written.
Strong organizational and time management skills with the ability to handle multiple tasks simultaneously.
Ability to work under pressure and resolve issues promptly.
Familiarity with service management software (ServiceTitan, QuickBooks etc.).
Basic understanding of inventory management and parts ordering.
Preferred Qualifications
Technical background or certification in mechanical, electrical, or industrial fields.
Previous experience working with a team of field technicians.
PTO
401K
Yearly Bonus
Job Details Pay: $57,000 - $70,000 / year
401(k)
Health insurance
Paid time off
Location: Woburn, MA 01801 (Required)
#J-18808-Ljbffr