SVM · 1 day ago
Dispatcher
San Jose, CA
Full-time
Onsite
Mid Level
$75K/yr - $110K/yr
3+ years expSVM is a leading mechanical contractor specializing in commercial HVAC and plumbing services. The Service Dispatcher will support the Service Department by scheduling service activities for technicians and ensuring exceptional customer service is provided.
Building MaintenanceConstructionHeating Ventilation and Air Conditioning (HVAC)Industrial Engineering
Hiring Manager
Mindi McDermott
Responsibilities
Schedule routine maintenance visits, service calls and quoted repairs for assigned technician team
Evaluates incoming service requests, determining their nature and urgency, and assign an available technician with the required skillset
Monitors assigned team’s technician schedule to ensure the timely completion of service calls, promptly notifying relevant personnel of any availability changes
Generate work orders (WOs) and audit submitted WOs from field team, ensuring hours worked, work performed, and PO number referenced
Create, update, and maintain customer accounts within the system, ensuring notes reflect site protocols for our field technicians
Monitor Technician’s service call progress, advising for follow-ups as required
Communicate with customers, both verbally and written, to coordinate schedules, address incoming inquiries, and provide timely updates on technician arrival times and any service-related information
Escalate recommended solutions and warranty inquiries as needed to the area Foremen and assigned Account Manager
Submit necessary paperwork upon completion of assigned jobs including WOs, POs, and Special Reports
Prepares monthly reports for the Lead Dispatcher outlining assigned technician team’s PM hours and open WO’s
Transition incoming calls into Service leads
Approve Technician’s schedule, ensuring Foreman are notified of any availability changes
Support Service Admin with timecard related questions
Support the Service department with other tasks and projects as business requires
Qualification
Required
3+ years' experience in a customer service or similar role required
High school diploma or general education degree (GED; or equivalent combination of education and experience) required
Highly proficient with various office equipment and programs including MS Office Suite (Word, Outlook, Excel) required
Excellent written and verbal communication skills required
Ability to maintain professional relationships with internal team members and customers required
Proven ability to be an effective multitasker with great time management and organizational skills required
Preferred
Prior experience as a Dispatcher highly preferred
2+ years' experience working with a mechanical contractor highly preferred
Working knowledge of HVAC systems and common terminology utilized highly preferred
Benefits
Health: Medical / Dental / Vision / Life & Disability Insurance / FSA
Well-Being : Robust Maternity & Paternity Leave / EAP / Paid Holidays / PTO / Sick Leave / Interactive Breakroom
Financial Wellness : 401k w/ Employer Contribution / Employee Referral Bonus / “Positive Pulse”
Community Investment : Volunteer Opportunities / Team Building Activities / Employee Activities
Company
SVM
SVM is a full service mechanical contractor, specializing in design-build commercial HVAC, plumbing, and service / maintenance, including 24-hour emergency services.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Blaine Flickner
Partner
Brian Pyle, P.E.
Partner
Company data provided by crunchbase