Customer Service Technical Support

Position Summary

The Maintenance Dispatcher receives and processes maintenance work orders by telephone and computer, ensuring requests meet required criteria and are accurately entered into the work order system. This role strategically creates schedules and coordinates service technicians to job sites, maintaining efficient communication and workflow throughout the day.

The Maintenance Dispatcher also keeps detailed records, maintains logs for maintenance calls, vehicles, and equipment, and ensures timely completion of service requests across the company's locations.

Responsibilities and Duties:

Dispatching and Scheduling

• Fast-paced environment involving maintenance work orders for approximately 100 gas stations and convenience stores owned by the company
• Maintain responsibility for dispatching service technicians in a manner that maximizes efficiency and productivity
• Strategically schedule and assign service technicians to station maintenance calls
• Forecast workload for two to three days in advance to ensure coverage and preparedness
• Maintain the dispatch board and schedule for real-time visibility into open and completed work orders

Work Order Management

• Receive work orders by phone or computer and assess maintenance needs
• Create dispatch tickets and issue purchase orders as required
• Follow up on all open calls to ensure timely completion and documentation
• Compare service timecards and work orders to ensure accuracy against the service schedule
• Perform office clerical duties including filing, organizing, and maintaining all service orders

Job Description

• Answer inbound calls from Station Managers and assess their maintenance needs
• Respond to overnight messages and prioritize urgent repairs
• Coordinate with vendors for parts, supplies, and equipment as necessary
• Facilitate the return of warranty parts and ensure proper documentation

Administrative Support and Compliance

• Receive and process invoices for approval and payment
• Complete required permits and ensure regulatory compliance
• Maintain accurate records for technician vehicles, equipment, and maintenance logs
• Work collaboratively with the maintenance team to minimize unproductive labor or lost time due to maintenance issues

Team Collaboration and Continuous Improvement

• Work as a team player and contribute to shared goals
• Communicate effectively with maintenance personnel, management, and vendors
• Perform other duties as assigned to support departmental and company objectives

Education and Work Experience

• High school diploma or GED required
• At least 1 year of customer service or technical support experience
• General computer literacy and experience with maintenance management or dispatch software
• Strong interpersonal, written, and verbal communication skills with a focus on customer service
• Highly organized and detail-oriented with strong follow-up abilities
• Demonstrated ability to work independently, prioritize multiple tasks, and make sound decisions under pressure