Greetings from GSS HR Solutions !
Role: Service Dispatch
Location: Taguig,PH
Duration: Permanent
Job Summary
The Service Dispatcher is responsible for coordinating, scheduling, and dispatching service technicians to customer sites while ensuring efficient workflow and high customer satisfaction. This role requires excellent communication skills, strong attention to detail, and the ability to manage multiple tasks in a fast-paced environment. The dispatcher acts as a central point between customers, technicians, and internal teams.
Key Responsibilities
Dispatching & Scheduling
- Assign and schedule service technicians based on priority, skillset, location, and workload.
- Monitor technician availability, job progress, and work completion.
- Adjust schedules in real-time to accommodate urgent service requests or delays.
- Maintain an organized service calendar.
Customer Communication
- Receive and log service requests via phone, email, or system.
- Provide customers with accurate ETAs and job status updates.
- Handle customer inquiries and coordinate follow-ups to ensure timely resolution.
Coordination & Documentation
- Create and update work orders in the service management system.
- Ensure all required job information is accurate and complete before dispatch.
- Communicate job details, safety instructions, and special requirements to technicians.
- Track technician hours, job completion status, and parts usage.
Problem-Solving & Support
- Resolve scheduling conflicts and prioritize high‑impact service calls.
- Escalate issues to supervisors or technical teams when necessary.
- Support field teams with directions, customer contacts, and job documentation.
Reporting
- Prepare daily/weekly dispatch reports.
- Monitor KPIs like response time, job completion rate, and customer satisfaction.
Qualifications & Skills
Required
- High school diploma or equivalent.
- Proven experience in service dispatching, customer service, or operations.
- Strong organizational and multitasking abilities.
- Excellent verbal and written communication.
- Proficiency with scheduling or dispatch software (e.g., ServiceNow, Salesforce, FSM tools).
- Ability to stay calm under pressure.
Preferred
- Experience in (insert industry: HVAC, IT, telecom, electrical, etc.)
- Knowledge of basic technical terminology used in the field.
- Working familiarity with GPS tracking or field service management tools.
