Dispatcher - Oshawa, Canada - Ainsworth

Ainsworth

Verified Company

Oshawa, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

If you thrive in a team-oriented workplace that challenges your skills, to drive your career development, embraces diversity and rewards innovation, with competitive pay and great employee programs, join the Ainsworth team today.

Job Summary:

This position provides a high level of customer service support to meet internal and external customer requirements.

Schedules, dispatches and coordinates technical field staff and works collaboratively with team members to ensure the administration of multiple back office processes are executed accordingly to ensure the service delivery cycle flows accordingly and client KPI's are met.

The Dispatcher Coordinator fully supports the Service Operation Team and provides the field technicians with the necessary tools and information required to deliver on the expectations of our clients.

Key Responsibilities:

Coordinate the completion of scheduled and unscheduled service and maintenance work through field technicians and subcontractors to meet service quality and responsiveness targets.
Maintain real time visibility to technician resources by leveraging and updating the schedule board
Manage technician sign in and sign out protocols.
Interface with customers and other departments (i.e. Customer Experience Centre and Regional Schedulers) as necessary to ensure successful completion of requests and resolution of service issues identified throughout the service delivery process. Ensure all changes are accommodated and approved.
Assign and monitor workflow ensuring calls are dispatched to the appropriate tech with the right skillset in the right geography
Resolve any obstacles immediately using established protocols or other creative resolution options through troubleshooting or relaying calls to a level 2 technician to expedite resolution
Ensure all Ainsworth & client KPI's are observed, met and or exceeded.
Update 3rd party portals with work statuses as required.
Review completed work orders daily for completeness, work summaries, labour, client signatures, tasking etc. Acquire any missing information and or close for further reconciliation.
Work with Technicians and Regional Schedulers to ensure maintenances and quoted repairs are completed within the month they are scheduled
Monitor all work in progress (WIP) and work with technicians and Business Unit Managers as required to ensure it does not exceed 60 days.
Identify & Suggest opportunities for Process Improvements & efficiencies within department
Sensitivity to confidential matters may be required
Adhere to all company policies and procedures.
Promote and perform all job functions in a safe and healthful manner, abiding by and in accordance with all applicable Health, Safety and Environmental company policies and government legislation/regulations.
Perform other duties as assigned by Management.

Qualifications:

Postsecondary education in related area of study or equivalent.
24 Years of related experience dispatch experience preferably in the HVAC/Electrical/Building Automation industry but general service industry is acceptable. Actual hands on HVAC, Electrical or Building Automation experience is also ideal.
Demonstrated ability to meet deadlines and prioritize a heavy workload.
Proven systematic and organized approach to multitasking
Demonstrates ability to work independently to complete assigned tasks with minimum supervision
Ability to work under time constraints and adapt to change.
Service and customer orientated
Actively looking to help people. Anticipates and works to understand and meet customer needs in a helpful way. Takes personal responsibility to correct customer's problems. Corrects customer service problems promptly and nondefensively.

Team Focus

Capable of building relationships at all levels within the organization and with customers. Contributes towards team goal by working cooperatively with others, also gets people's input to decisions/plans, and promotes team spirit. Shares

Ainsworth is an integrated multi-trade company, offering an end-to-end services and solutions for all asset maintenance and refurbishment requirements of our customers.

We are continually striving to create better and more advanced products as well as provide the highest quality service.

We are rapidly growing and need talented professionals to help drive our vision at becoming the best multi-trade company in the country
Join us.

Make a difference.

Job Types:
Full-time, Permanent

Benefits: