Job Description
HVAC Service Coordinator/Dispatcher
Lor-Mar is a building systems solutions firm providing design and installation of HVAC, plumbing, and controls systems throughout the Philadelphia tri-state area. Lor-Mar provides construction (renovation and retrofit), service, and integrated controls solutions and is a valued partner to building owners and tenants in the commercial, industrial, and institutional end-market, general contractors, contract managers and energy service companies.
We are seeking a Service Coordinator/Dispatcher to maintain work schedules for, and dispatches, all field service personnel to ensure that customer commitments are met. S/he receives service requests from both customers and internal employees, and continually adjusts schedules and resources to close out requests with successful resolution.
RESPONSIBILITIES:
● Maintains a schedule in the system for each field rep that reflects current and future assignments.
● Continually rearranges schedules and dispatches field reps as new requests are received.
● Dispatches field reps to satisfy the needs of a call, based on the skills required and the nature, location,
and urgency of the call, while simultaneously maintaining cost effectiveness and customer satisfaction.
● Understands all service products offered by the Company, and maintains a working knowledge of what is
covered under each type of maintenance contract offered by the Company.
● Ensures all service reports are received in time to be processed according to established policies.
● Audits service reports to verify billable work and confirm that work performed under fixed price contracts
is coded correctly, based on an analysis of customer contracts.
● Completes the payroll audit of service reports and forwards to payroll for further processing, per policy.
● Informs customers of any changes to committed schedules in a timely, professional manner.
● Escalates any problematic customer or field rep issues to management for resolution.
● Purchases and expedites materials, equipment, and parts in an expeditious, cost effective manner.
● Establishes and grows positive working relationships with co-workers, customers, and vendors alike.
● Maintains a working knowledge of the geographical layout of the service area, in order to make logical
decisions regarding the deployment of field reps.
QUALIFICATIONS:
● High school diploma or equivalent.
● 2-5 years of customer service call handling experience.
● Ability to prioritize and multi-task in a fast-paced environment with limited supervision.
● Must be well-organized, analytical, and attentive to detail.
● Strong decision making, interpersonal, and communication skills.
● College degree in a related field is preferred.
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