Perform service scheduling and resource allocation for residential and commercial garage door and dock leveler repairs while achieving the highest level of customer satisfaction, safety, quality, efficiency and profitability.

• Perform assigned department scheduling, including daily schedule maintenance, dispatching and the coordination and planning of same-day requests while maximizing Company resources to achieve the highest level of customer satisfaction at the lowest cost.
• Update schedule throughout the day as needed in response to customer and business needs.
• Process orders daily and complete data entry with a high degree of accuracy and speed.
• Communicate pertinent customer information to internal and external customers and Service Technicians.
• Effectively manage the preventive maintenance program, following established schedules, and creating and scheduling appointments.
• Efficiently schedule all ‘parts in’ orders.
• Quote repair work using ERP system.
• Provide a consistent high level of customer de-escalation and service resolution.
• Continuously improve processes, procedures and communication in an effort to deliver a high level of service and performance to internal and external stakeholders.
• Work directly with customers, both internal and external, in troubleshooting, scheduling, and resolving complaints.
• Be the primary backup for residential and commercial scheduling.
• Utilize departmental measurements to educate and engage field personnel and other related key departments.
• Maintain a safe and clean work environment by educating and directing team members on use of equipment and resources. 
• Adhere to and maintain compliance with established systems, policies and procedures.
• Keep supervisor informed of progress, issues, and successes.
• Identify, recommend, and implement opportunities for continuous performance and process improvements.
• Foster a spirit of cooperation and teamwork within and between departments and shifts.
• Demonstrate and uphold Company values.

• High school diploma or GED required.
• A minimum of 1-2 years construction trade or supervisory experience preferred.
• A minimum of 3 years experience in a dispatching/scheduling environment preferred.
• Associate degree in Business Administration, Management or related discipline preferred.
• Computer skill proficiency and experience with Microsoft Office programs (i.e. Word, Excel, Outlook) required.  Experience with ERP systems preferred.
• Strong written and verbal communication skills required. Ability to compose concise and clear correspondence and reports.
• Ability to effectively utilize technology (tablets, mobile phones, computers, email, and scheduling software).
• Excellent time management skills and the ability to manage multiple priorities.
• Experience in leading and maintaining continuous improvement initiatives preferred.
• Ability to guide others and provide basic direction and speak effectively before groups of employees.
• Ability to successfully work independently and in a team environment.  Strong relationship building skills required.
• Ability to read and interpret documents, including but not limited to safety protocols,
  • operating and maintenance instructions, policy and procedure manuals.
• Ability to perform mathematical calculations, involving fractions, decimals, and percentages.
• Demonstrated sound judgement, problem solving and decision-making in emotional, difficult, and stressful situations.
• Strong customer service (internal and external) focus.