Field Service Coordinator/Dispatcher

Door Systems ASSA ABLOY is seeking candidates for a Commercial Door Field Service Coordinator/Dispatcher in Naperville, IL.

Door Systems ASSA ABLOY is a leading supplier of loading dock and door products and services in the Chicagoland area. With global product brands, we offer complete commercial, industrial and high-performance door solutions. We provide a wide number of products and services to a global clientele in more than 100 countries. Door Systems ASSA ABLOY is part of the Industrial business segment within the ASSA ABLOY Entrance Systems division.

A Commercial Field Service Coordinator Dispatcher plays a crucial role in the operations of companies that manufacture, distribute, install, or service commercial doors (e.g., overhead doors, fire-rated doors, security grilles). Their main responsibility is to coordinate the efficient scheduling and dispatching of service technicians or installation crews.

Here are the key roles and responsibilities of a commercial door dispatcher:

1. Scheduling and Dispatching

• Coordinate and assign daily routes for installation and service technicians.
• Ensure the right personnel and equipment are dispatched based on job requirements.
• Adjust schedules dynamically to handle emergency service calls or cancellations.

2. Communication Hub

• Act as the main point of contact between the office, technicians, and customers.
• Relay job details, updates, and instructions to field personnel.
• Maintain professional and clear communication with customers regarding service status and timing.

3. Work Order Management

• Create, manage, and close work orders in the system (e.g., using dispatch software).
• Ensure all job-related documentation is completed accurately and on time.
• Track parts, tools, and materials needed for specific jobs.

4. Coordination and Logistics

• Organize transportation and delivery of materials to job sites if necessary.
• Optimize route planning to reduce travel time and increase productivity.
• Monitor job progress and technician location via GPS or dispatch software.

5. Record Keeping and Reporting

• Maintain logs of daily dispatch activities and technician performance.
• Track time on-site, job completion, and customer satisfaction.
• Assist in generating reports for management.

6. Customer Service Support

• Handle customer inquiries, complaints, and service follow-ups.
• Schedule service calls and communicate estimated times of arrival.
• Ensure a high level of customer satisfaction by resolving issues promptly.

7. Problem Solving

• Quickly resolve unexpected issues such as technician delays, traffic problems, or equipment failures.
• Make real-time decisions to keep jobs on schedule and avoid service disruptions.

8. Compliance and Safety Awareness

• Ensure dispatching adheres to company policies, safety protocols, and industry regulations.
• Coordinate with technicians to ensure they have appropriate safety gear and certifications.

Skills and Tools Often Required:

• Software: Total Service, Google Drive, Monday.com.
• Skills: Multitasking, attention to detail, communication, problem-solving, time management.
• Knowledge: Basic understanding of commercial door types and installation processes is a plus.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Experience:

• dispatching service technicians: 3 years (Preferred)

Work Location: In person