Objective:
To ensure efficient handling of breakdown calls from clients, timely assignment and dispatch of technicians, and effective repair.
KEY RESPONSIBILITIES:
- Receive and doent incoming maintenance requests or work orders from customers, whether through phone calls, emails, or an online system.
- Evaluate the nature and urgency of each maintenance request and assign the appropriate technicians to address the issues, considering factors such as skillset, location, and workload.
- Efficiently schedule technician appointments, taking into account service level agreements, response times, and customer availability.
- Maintain clear and timely communication with customers, technicians, and other relevant parties, providing updates on service appointments and resolutions.
- Dispatch technicians to job sites, providing them with all necessary information, including work order details, customer contact information, and relevant instructions.
- Optimize the allocation of resources (technicians, tools, and equipment) to meet service demands while managing labor and travel costs.
- Handle emergency service requests or unscheduled maintenance issues, ensuring rapid technician dispatch and resolution.
- Address scheduling conflicts, reschedule appointments when necessary, and resolve any issues or concerns that may arise during the service process.
- Maintain accurate records of service appointments, work orders, technician availability, and any changes to scheduling.
- Ensure that technicians adhere to company standards and safety protocols, delivering high-quality service to customers.
- Generate reports on service performance, including response times, completion rates, and customer satisfaction.
- Provide excellent customer service by addressing inquiries, concerns, and feedback in a professional and courteous manner.
- Identify opportunities to streamline scheduling and dispatch processes for greater efficiency.
Qualifications:
- Strong organizational and time management skills.
- Excellent communication and interpersonal abilities.
- Proficiency in scheduling software or tools.
- Problem-solving skills and the ability to work under pressure.
- Familiarity with maintenance or service industry operations.
- Knowledge of relevant safety regulations.
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