Top Benefits
About the role
The Dispatcher will dispatch Service Technicians for Alberta and the Prairies at the Calgary Branch.
As Dispatcher / Service Coordinator, your primary role is to supervise & coordinate the dispatching of Field Service Technicians and installation assignments. We are looking for a reliable Dispatcher to act as a communication point for emergency and non-emergency calls. You will receive requests, transmit messages, and track vehicles.
Position Responsibilities and Duties:
- Assess and assign priority to the work order according to urgency and importance
- Schedule and confirm service requests with customers by phone or email
- Provide field technicians with information about orders and requirements. Ensure all relevant customer procedures and site-specific information is on work orders provided to Service Technician.
- Follow up with customers, salespeople, technicians, and others as necessary via phone or email for all service or project requirements or additional information.
- Assign and monitor service orders ensuring calls are dispatched to the appropriate tech with the right skillset in the right geography. Create schedules that result in optimal utilization of Technician resources
- Dispatch service calls in a timely manner and according to predetermined schedules and work orders or as required due to emergency situations.
- Utilize and dispatch subcontractors when required.
- Monitor daily technician workload to ensure the field techs have the appropriate level of work assigned and are executing as schedules as designed.
- Resolve work-related problems and prepare and submit progress and other reports
- Coordinate the completion of scheduled and unscheduled service and maintenance work through field technicians and sub-contractors to meet service quality and responsiveness targets.
- Maintain real-time visibility to technician resources and service branch administration by leveraging and updating the work order & dispatching system. Maintain logs and records of calls, activities, and other information
- Support the regional team or other shared services teams as required to ensure the work order life cycle is smooth and internal & external client needs are met
- Review completed work orders daily for completeness, work summaries, labour, client signatures, parts, etc. Acquire any missing information and or close for further reconciliation.
- Manage customer orders from Key Room for on-site service completion
- Schedule annual inspections, preventative maintenance, recurring jobs, and projects
- Ensure all SLA’s & KPI’s are observed, met and or exceeded.
- Monitor all work in progress (WIP) and work with technicians and Managers/ Supervisors as required to ensure it does not exceed 30 days.
- Other duties as assigned
Experience requirements:
- 3-5 years of proven experience in a fast-paced dispatch environment
Knowledge / Education requirements:
- Min high school grad / post-secondary education preferred
- Understanding of Windows Office products Excel, Word, Access,
- Sage & Service Manager software experience is an asset
- Active listener with excellent communication skills, verbal and written
- Ability to retain knowledge
- Ability to work in a fast pace environment
- Organization and detail orientated
- Knowledge of the geographic region you are dispatching for, use of Google maps – A MUST
- Basic knowledge of Locksmithing / Security is an asset
Personality requirements
- Work well within a team, able to perform under pressure,
- Firm but fair approach
- Someone who believes in customer service
- Sound judgment, critical and forward thinker
Please note: Gunnebo provides accommodations for employees with disabilities. If you require a specific accommodation because of a disability or medical need, please contact the HR Department so that arrangements can be made for the appropriate accommodations.
About Gunnebo Canada
Gunnebo has been protecting people, property and assets in Canada for over 60 years. We are a true National Security Integrator and industry leader who draw upon that expertise to ensure correct risk analysis while selecting the most appropriate product and/or service solution to meet your security requirements.
For decades we have been servicing hundreds of National Retail clients from our 14 company owned branches located in all major centers across the country. Gunnebo is also a major provider of security equipment and services to the Canadian Banking Industry, (exclusive provider to 2 of Canada’s big five), high security Government institutions, (including prisons and Federal buildings), major industrial and commercial clients.
Gunnebo Canada supplies integrated security solutions protecting people, buildings and property, while providing security for you, your employees and your customers.
Top Benefits
About the role
The Dispatcher will dispatch Service Technicians for Alberta and the Prairies at the Calgary Branch.
As Dispatcher / Service Coordinator, your primary role is to supervise & coordinate the dispatching of Field Service Technicians and installation assignments. We are looking for a reliable Dispatcher to act as a communication point for emergency and non-emergency calls. You will receive requests, transmit messages, and track vehicles.
Position Responsibilities and Duties:
- Assess and assign priority to the work order according to urgency and importance
- Schedule and confirm service requests with customers by phone or email
- Provide field technicians with information about orders and requirements. Ensure all relevant customer procedures and site-specific information is on work orders provided to Service Technician.
- Follow up with customers, salespeople, technicians, and others as necessary via phone or email for all service or project requirements or additional information.
- Assign and monitor service orders ensuring calls are dispatched to the appropriate tech with the right skillset in the right geography. Create schedules that result in optimal utilization of Technician resources
- Dispatch service calls in a timely manner and according to predetermined schedules and work orders or as required due to emergency situations.
- Utilize and dispatch subcontractors when required.
- Monitor daily technician workload to ensure the field techs have the appropriate level of work assigned and are executing as schedules as designed.
- Resolve work-related problems and prepare and submit progress and other reports
- Coordinate the completion of scheduled and unscheduled service and maintenance work through field technicians and sub-contractors to meet service quality and responsiveness targets.
- Maintain real-time visibility to technician resources and service branch administration by leveraging and updating the work order & dispatching system. Maintain logs and records of calls, activities, and other information
- Support the regional team or other shared services teams as required to ensure the work order life cycle is smooth and internal & external client needs are met
- Review completed work orders daily for completeness, work summaries, labour, client signatures, parts, etc. Acquire any missing information and or close for further reconciliation.
- Manage customer orders from Key Room for on-site service completion
- Schedule annual inspections, preventative maintenance, recurring jobs, and projects
- Ensure all SLA’s & KPI’s are observed, met and or exceeded.
- Monitor all work in progress (WIP) and work with technicians and Managers/ Supervisors as required to ensure it does not exceed 30 days.
- Other duties as assigned
Experience requirements:
- 3-5 years of proven experience in a fast-paced dispatch environment
Knowledge / Education requirements:
- Min high school grad / post-secondary education preferred
- Understanding of Windows Office products Excel, Word, Access,
- Sage & Service Manager software experience is an asset
- Active listener with excellent communication skills, verbal and written
- Ability to retain knowledge
- Ability to work in a fast pace environment
- Organization and detail orientated
- Knowledge of the geographic region you are dispatching for, use of Google maps – A MUST
- Basic knowledge of Locksmithing / Security is an asset
Personality requirements
- Work well within a team, able to perform under pressure,
- Firm but fair approach
- Someone who believes in customer service
- Sound judgment, critical and forward thinker
Please note: Gunnebo provides accommodations for employees with disabilities. If you require a specific accommodation because of a disability or medical need, please contact the HR Department so that arrangements can be made for the appropriate accommodations.
About Gunnebo Canada
Gunnebo has been protecting people, property and assets in Canada for over 60 years. We are a true National Security Integrator and industry leader who draw upon that expertise to ensure correct risk analysis while selecting the most appropriate product and/or service solution to meet your security requirements.
For decades we have been servicing hundreds of National Retail clients from our 14 company owned branches located in all major centers across the country. Gunnebo is also a major provider of security equipment and services to the Canadian Banking Industry, (exclusive provider to 2 of Canada’s big five), high security Government institutions, (including prisons and Federal buildings), major industrial and commercial clients.
Gunnebo Canada supplies integrated security solutions protecting people, buildings and property, while providing security for you, your employees and your customers.