Job Description

Position Summary:

The Elevator Service Dispatcher plays a critical role in the daily operations of elevator service and maintenance teams. This position is responsible for coordinating and dispatching elevator mechanics to service calls, ensuring timely responses to maintenance requests, and serving as the primary communication hub between customers, technicians, and management. The ideal candidate will have strong organizational and communication skills and be able to work efficiently in a fast-paced environment.

Job Type

Full-Time

Key Responsibilities:

Dispatching & Scheduling

• Receive, prioritize, and dispatch service calls for elevator maintenance, emergency repairs, and scheduled inspections.

• Monitor technician availability, location, and workload to assign tasks efficiently.

• Maintain an up-to-date schedule of the technician routes for maintenance.

• Coordinate with service supervisors to ensure appropriate technician skill match per job.

• Review and schedule nighttime calls held for morning service.

Customer Communication

• Answer incoming calls and emails from customers regarding service issues or maintenance requests.

• Provide customers with status updates on service calls and estimated technician arrival times.

• Handle customer inquiries and escalate issues as necessary.

Administrative Support

• Create and manage service tickets and work orders in the dispatch or CRM system.

• Ensure accurate data entry, including job details, time logs, technician notes, and parts used.

• Generate daily, weekly, and monthly reports on service performance metrics.

Compliance & Documentation

• Maintain records of completed service calls and document recurring issues.

Qualifications

Education & Experience:

• High school diploma or GED required, Associate's or technical degree preferred.

• 2+ years of experience in dispatching, scheduling, or administrative roles, preferably in the elevator industry.

Skills & Competencies:

• Excellent verbal and written communication skills.

• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).

• Experience with dispatch software or CMMS (e.g., Elevator Site Services (ESS), Total Elevator Services, Service Titan, FieldBoss, or similar). (Will train)

• Strong problem-solving and decision-making abilities.

• Ability to multitask and remain calm under pressure.

• Customer-focused mindset with strong interpersonal skills.

Working Conditions

• Office environment, with possible hybrid or remote work based on company policy.

• Ability to work in a high-call-volume environment.

• Requires rotating weekend and holiday coverage amongst the other dispatchers.

Compensation

Salary based on experience, with benefits including health insurance, paid time off, and retirement plan options.

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