Dispatcher 2 - CoolSys

With over 150 years of experience, and headquartered in Southern CA, CoolSys is the market-leading indoor environment solutions company. Our full spectrum of best-in-class services includes HVAC & refrigeration installations, remodels, service & maintenance; and energy solutions, including controls and lighting. CoolSys serves customers in the retail, commercial, food service, educational, healthcare, and industrial markets. 

WHY JOIN US 
We understand that hiring great people is the foundation of everything we do. Our employee benefits packages include: 

• Competitive pay  
• Medical, Dental, Vision and Prescription coverage 
• Paid vacation and holidays 
• 401(K) match 
• Life insurance, AD&D and long-term disability 
• Tuition reimbursement 
• Opportunities available nationwide 
• Employee discounts on vehicles, hotels, theme parks, select cell phone bills and so much more 
• Pet Insurance 
• Legal Plan, and ID Theft Protection 

JOB SUMMARY

Distribute work to Technicians based on technician’s skills, urgency of a problem, aging of the problem, geography/distance of the customer, nature of the work, and other cost factors (e.g. overtime). Owns calls received from beginning to end. Follows company policies, procedures and practices related to dispatch. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Prioritize calls (incoming and backlog). Create work order/tickets for incoming requests.  Accept/document same in client portals. 
• Plan, assign and dispatch technicians in an efficient manner, providing the technician with the necessary details and equipment to perform the work.
• Work with Field Supervisors to prioritize and address open calls.
• Respond to inquiries.
• Ensure all technician service calls and notes are properly entered in ERP System and client portals.
• Create and distribute required reporting.
• Review completed work orders for accuracy before billing, including parts, refrigerant usage, DJR’s, client forms and TrakRef if applicable.
• Maintain proactive communication with customers regarding SLAs, inquiries regarding schedules, lead times, etc. Re-schedule/re-balance technician schedules as required throughout the day.
• Track and ensure all PM agreement services are completed per contract time frames.   
• On a daily basis, review all incomplete calls.
• Maintain entry and verify nightly “on call” crew.
• Work with Field Supervisors and technicians to ensure preventative maintenance is completed on schedule.
• Promptly respond to technicians’ requests/clarifications.
• Create material/equipment/stock purchase orders as necessary. Arrange logistics for equipment/rentals/material.  
• Understand the geography of the market and understand the technicians.
• Utilize GPS tracking software to create reports, cross-reference ticket/timecard entries, locate and dispatch technicians.

Education / Training

• Technical (refrigeration) expertise preferred.

Work Experience & Skills

• Ability to handle multiple tasks concurrently.
• Stay calm under pressure.
• Able to actively listen and demonstrate empathy.
• Highly organized and strong attention to detail.
• Excellent verbal and written communication skills.
• Strong sense of urgency.
• “Can do” attitude and demonstrated commitment to get the job done.
• Reliable and dependable.
• Friendly and helpful demeanor.
• Ability to understand and follow all company policies and procedures and all applicable State and Federal laws.
• Ability to use typical business tools including E-Mail, Word, Excel, ERP systems, client portals, GPS tracking systems, etc.

Today, there are 26 different companies that make up the CoolSys family of brands. Our valued employees are at the heart of our continued growth and success. We invite you to be part of that growth! 

Connect with us on Facebook and Twitter.  

Coolsys is an EEO/AA Employer.  All qualified individuals - Including all ages, colors, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other characteristics are encouraged to apply.   

Pre-employment background screening (criminal and MVR for driving positions) and drug testing are required for all positions. Coolsys will consider qualified applicants with criminal histories in a manner consistent with federal law, state law, or local ordinance.