Summary
JOB DESCRIPTION
The
Scheduling Dispatcher schedules, assigns and dispatches preventative maintenance and on-demand work orders to Technicians and contributes to optimal utilization of Technician resources through effective scheduling and assignment of work orders.
Key Duties & Responsibilities
- Prepares and distributes Technicians’ daily schedules. Creates schedules that result in optimal utilization of Technician resources
- Provides support to facility management operations projects by planning and scheduling Technicians’ to project work
- Receives service requests from the call center and documents service request details into a work order
- Assesses and assigns priority to the work order
- Reviews service request requirements and assigns work orders to the appropriate Technician based on factors such as skill set, location, security clearance, availability, etc.
- Monitors and follows up on work order progress to ensure timely completion
- Prepares reports to assist in monitoring work orders and resource planning
- Reviews Technician utilization and re-assigns work orders to ensure optimal utilization of all Technician resources
- Other duties as assigned
Work Requirements
- Must be able to work shifts, be on-call and be available to respond to emergencies
Knowledge & Skills
- 1 to 3 years of dispatch, scheduling or customer service work experience
- Ability to work well under pressure
- Ability to prioritize work orders based on order of importance and impact
- Ability to allocate work orders that result in optimal human resource utilization
- Ability to understand service request requirements and assign work orders to appropriate Technicians
- Computer proficiency in MS Outlook, MS Excel along with ability to quickly learn service management databases
- Strong customer service orientation along with strong customer service skills and sense of urgency
- Good communication skills
- Understanding of and previous work experience within the facility management services organization, an asset
Licenses and/or Professional Accreditation
This is a regular, full-time position with a salary range of $47,118 - $58,897 per annum. The starting salary will be based on the successful candidate’s competencies, including but not limited to experience, education and performance related to this role.
