Key Responsibilities:
Dispatching and Scheduling:
Assigning work orders to technicians based on their skills, location, and availability, while optimizing routes and schedules for efficient service delivery.
Communication:
Maintaining clear and consistent communication with technicians, customers, and other relevant parties regarding work order status, scheduling updates, and any issues that arise.
Work Order Management:
Creating, updating, and tracking work orders, ensuring accuracy and timely completion.
Resource Management:
Coordinating the availability and allocation of tools, equipment, and vehicles needed for field service operations.
Reporting:
Generating regular reports on work order status, technician performance, and other relevant metrics.
Customer Service:
Providing excellent customer service by addressing inquiries, resolving issues, and ensuring customer satisfaction.
Emergency Response:
Responding to emergency calls and dispatching resources as needed.
Record Keeping:
Maintaining accurate records of all dispatch activities, including work orders, technician information, and customer interactions.
Data Entry:
Accurately entering and updating information in dispatch and customer management systems.
Quality Control:
Monitoring the quality of service provided and identifying areas for improvement.
Process Improvement:
Identifying opportunities to improve dispatch processes and increase efficiency.
Skills and Qualifications:
Strong Communication and Interpersonal Skills: Ability to communicate effectively with technicians, customers, and other stakeholders.
Excellent Organizational and Time Management Skills: Ability to manage multiple tasks, prioritize effectively, and meet deadlines.
Problem-Solving Skills: Ability to identify and resolve issues quickly and efficiently.
Proficiency in Computer Systems: Experience with dispatch software, customer relationship management (CRM) systems, and Microsoft Office Suite (Word, Excel, etc.).
Knowledge of the Solar Industry: Understanding of solar installation, maintenance, and repair processes can be beneficial.
Ability to Work Under Pressure: Ability to remain calm and efficient in a fast-paced environment.
Attention to Detail: Accuracy in data entry and record keeping is crucial.
Customer Service Experience: Experience in a customer-facing role is often required.
Geographic Knowledge: Familiarity with local geographic areas can be helpful for routing technicians