Field Serv Dispatch Spec
• Review and monitor services in the current service application for services that are ready to be scheduled
• Review and monitor shipping reports from all brands to capture and note delayed shipments
• Troubleshoot shipping errors / mis shipments and coordinate retrieval of items
• Confirm and document all QC failures in the field service application
• Review the service to ensure familiarity with requirements to successfully complete the service. i.e., Is Scaffolding needed, is a lift needed, how many techs are needed and how much time should be allotted
• Document all conversations about an appointment or service call with dealers, homeowners, contractors, and technicians in the appropriate service application
• Continuously review each tech’s open list, focusing on older services and priority of the service
• Confirm that parts have been received and site inspection completed if needed
• Map out locations of services to be scheduled to minimize travel
• Call the contacts on the service to advise them of the availability dates for service
• Reschedule services as needed
• Suggest improvements to current service process, the dispatcher will receive feedback from many stakeholders in the process and will be able to provide a valued perspective on the services we provide
• Coordinate the use of outsourced labor as need by job requirements
• Log in all services that are scheduled on the Dispatch Calendar of the service application being used (Salesforce)
• Review the list of services on the scheduled team call
• Contact techs as needed regarding outcome, orders and site issues
• Update the distributors the status of the service as requested
• Call Technicians to reroute or adjust schedule on same day or next day service calls
• Update services as required due to status change i.e., parts needed, additional time required, additional repairs and more
• Ensure that tech’s time off and unavailable time is booked in the dispatch calendar
• Work closely with warehouse technician to ensure overlap of knowledge so that time off of tech or scheduler is covered
• Balance tech’s time when crossing over to other areas and techs that need help
• Requires proficiency in MS office, Salesforce CRM, and other systems that may be required
• Work closely with territory leadership to ensure fully leveraged technician schedules
• Work closely with territory leadership to on any concerns with schedule adherence to dispatched calls
• Receives complaint calls and investigates escalations
• Direct complaints to the correct internal teams
• Manage warehouse / office
• Manage warehouse inventory accuracy using tools such as RFID and reports
• They dispatch with impunity; the dispatching is only contestable by the GL/Service manager
• Absent of Manager presence their word carries the Service manager/supervisor  weight
• Review and monitor services in the current service application for services that are ready to be scheduled
• Review and monitor shipping reports from all brands to capture and note delayed shipments
• Troubleshoot shipping errors / mis shipments and coordinate retrieval of items
• Confirm and document all QC failures in the field service application
• Review the service to ensure familiarity with requirements to successfully complete the service. i.e., Is Scaffolding needed, is a lift needed, how many techs are needed and how much time should be allotted
• Document all conversations about an appointment or service call with dealers, homeowners, contractors, and technicians in the appropriate service application
• Continuously review each tech’s open list, focusing on older services and priority of the service
• Confirm that parts have been received and site inspection completed if needed
• Map out locations of services to be scheduled to minimize travel
• Call the contacts on the service to advise them of the availability dates for service
• Reschedule services as needed
• Suggest improvements to current service process, the dispatcher will receive feedback from many stakeholders in the process and will be able to provide a valued perspective on the services we provide
• Coordinate the use of outsourced labor as need by job requirements
• Log in all services that are scheduled on the Dispatch Calendar of the service application being used (Salesforce)
• Review the list of services on the scheduled team call
• Contact techs as needed regarding outcome, orders and site issues
• Update the distributors the status of the service as requested
• Call Technicians to reroute or adjust schedule on same day or next day service calls
• Update services as required due to status change i.e., parts needed, additional time required, additional repairs and more
• Ensure that tech’s time off and unavailable time is booked in the dispatch calendar
• Work closely with warehouse technician to ensure overlap of knowledge so that time off of tech or scheduler is covered
• Balance tech’s time when crossing over to other areas and techs that need help
• Requires proficiency in MS office, Salesforce CRM, and other systems that may be required
• Work closely with territory leadership to ensure fully leveraged technician schedules
• Work closely with territory leadership to on any concerns with schedule adherence to dispatched calls
• Receives complaint calls and investigates escalations
• Direct complaints to the correct internal teams
• Manage warehouse / office
• Manage warehouse inventory accuracy using tools such as RFID and reports
• They dispatch with impunity; the dispatching is only contestable by the GL/Service manager
• High School Diploma
• Proficient in online platforms and use computer and other office equipment and software to e-mail or fax correspondence and complete on-line training as required, able to log information in a computer database
• Must be proficient with Microsoft products such as Outlook, Excel, Word, and Windows based applications
• Some working knowledge of door and windows
• Must have a clean driving record per PGT’s safe driving policy
• Must have the ability to work autonomously as well as in a team setting
• Must be able to communicate fluently in English, bilingual in Spanish required
• Must communicate effectively and courteously with distributors, builders, owners, co-workers, and other customers
• Strong writing and reading comprehension skills required, will communicate extensively through company tools to other departments and customers
• Must possess excellent conflict management skills
• Must be able to bring customer conflicts to resolution within assigned discretion and make recommendations for resolving conflict beyond discretion
• Must be able to work independently and have excellent time management and organizational skills
• Must be self-motivated
• Analytical and process-oriented mindset
• Comfortable working across multiple departments in a deadline-driven environment
• Active team player, self-starter, and multitasker who can quickly adjust priorities
• Ability to read and comprehend instructions, correspondences, and memos
• Ability to write correspondence
• Ability to effectively present information in one-on-one and small group situations to other employees and customers
• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals, able to read a tape measure
• Ability to recognize situations that could result in potential liability for PGT
• Notifies appropriate PGT personnel for guidance in difficult situations
• Must be able to recognize errors, inconsistencies, or missing data in source documents or in systems
Wholesale Building Materials
Management and Manufacturing
Full-time