Careers

Position Summary

Under the direction of the Residential Division Vice President, the Dispatcher is responsible for taking all commercial, residential and plumbing service calls and dispatching the appropriate service personnel.    

Qualifications

Education:  The knowledge, skills and abilities typically acquired through the completion of a high school diploma or GED.

Years of Relevant Work Experience:  3 to 5 years service dispatch experience. 

Physical Job Requirements:  Required to sit, operate the computer and use land line telephones and cellular phones.  

Skills and Competencies

Leadership Skills:  This position requires the composure to represent the Company favorably under all circumstances.

Technical Skills:  This position requires proficiency with general office and service management software (excel and Spectrum preferred); and knowledge of HVAC service mechanical terms, tools, concepts and practices.

Personal/Interpersonal Competencies:  This position requires strong problem solving and analytical skills; the ability to work independently and exercise sound judgment; the ability to make commitments and be willing to be held accountable against them; the ability to organize workloads to meet deadlines; the adaptability to accept change when needed; exceptional written and verbal communication skills, the ability to excel in a team environment and advance overall team objectives; the ability to ensure customer satisfaction by delivering excellence in products and service; and high standards for ethical conduct.

 Key Activities

1. Take Service Calls.  Take customer requests.  Gain thorough understanding from customer of nature of problem or request. Evaluate urgency.  Prioritize requests.  Enter work order into the accounting system.  Enter customer and/or location in accordance with Company guidelines. 
2. Dispatch Technicians.  Match customer needs and/or location to available service technicians.  Contact technicians.  Communicate customer requirements. 
3. Technician Information.  Maintain contact with all technicians.  Track technician locations and call progress.  Record information received from technicians.  
4. Record Keeping.  Enter maintenance contracts into the accounting system.  Create service start up and balancing reports.   
5. Participate in the development and implementation of Company best practices.   

Key Performance Factors

A successful Dispatcher maintains a positive, professional, helpful demeanor with customers, obtains a quality analysis of the customer needs and communicates those needs fully to ensure that the service management system and ESD processes are functioning as effectively and efficiently as possible; that bills are issued accurately and completely and in a timely manner; that customers are responded to positively and professionally; and that all project and warranty documentation is properly maintained.

Career Progression

Dispatcher → Labor Coordinator → Service Coordinator → Senior Service Coordinator

Working Conditions

This is a full-time non-exempt position.  Business hours are between 7:00am to 5:00pm.    

Salary and Benefits

Competitive and commensurate with experience and qualifications.

This job description is intended to describe the general nature and level of work required of this position. This is not meant to be an exhaustive list of all responsibilities, duties and skills required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Please take a few minutes and fill out our Predictive Index Survey 

For confidential consideration, please send a cover letter and resume to totalhr@total-mechanical.com or upload your resume below.

Position Summary

Under the direction of the Chief Operating Officer, the IT Coordinator is responsible for administering all IT functions for the organization.

Qualifications

Education:  The knowledge, skills and abilities typically acquired through the completion of a high school diploma or GED.  An associate degree in computer science is preferred.

Years of Relevant Work Experience:  0 to 3 years of network and workstation experience in 50 to 100-person office environment.  Experience with phone systems, building access systems and remote connectivity experience is desirable.

Certificates/Licenses:  Valid driver’s license.  Satisfactory driving record.

Physical Job Requirements:  Required to sit, stand and move throughout Company facilities.  Must be able to perform job responsibilities in an industrial, construction site and general outdoor environment around heavy machinery and equipment.  Must be able to lift 50 lbs.

Skills and Competencies

Leadership Skills:  This position requires the ability to pass skills and knowledge onto others and the ability to communicate clear directions to work groups; and the composure to represent the Company favorably under all circumstances.

Technical Skills:  This position requires a general understanding of PC workstations, network servers and laptops, general and specialized software, office networks including backup systems, phone systems, cell phones and iPad programs; and all other office peripheral devices.  Personal/Interpersonal Skills:  The position requires strong problem solving and analytical skills; the ability to work independently and exercise sound judgment; the ability to make commitments and be willing to be held accountable against them; the ability to organize workloads to meet deadlines; the adaptability to accept or bring about change when needed; strong written and verbal communication skills; the ability to excel in a team environment and advance overall team objectives; the ability to ensure customer satisfaction by delivering excellence in products and service.

Key Activities           

1. Workstations.  Understand workstation hardware and software needs.  Develop and maintain protocol for updating workstations/laptops.  Develop and maintain system for tracking and keeping current with all software licenses (Spectrum, AutoCad, QuickPen, etc).   
2. Maintain office network.  Ensure safe and efficient processing of data.  Establish remote workstation locations.  Ensure effective communication with remote sites and efficient processes at those sites. 
3. Support.  Prioritize and respond to all support requests.  Log and track all significant support calls.
4. Peripherals.  Maintain office peripherals including copiers, faxes, printers, plotters and scanners.  Manage service programs and repair technicians.  Recommend repairs, upgrades and replacements.
5. Upgrades and Projects.  Lead hardware/software upgrade and installation projects.
6. IT Purchasing.  Research, specify and recommend all IT related equipment and software.
7. Communications.  Manage Company’s mobile communication program.  Provide and repair all mobile devices.  Manage contracts with vendors.  Manage Company’s phone system.  Maintain current messages and call routing protocols.
8. Training.  Identify workstation and communication training needs.  Participate in the development of appropriate training programs.  Provide ad hoc training to new users. 
9. IT Processes.  Develop and implement proper IT related processes and protocols.   
10. Planning.  Assist in preparing annual budgets of IT needs and manage spending to budget.
11. Participate in the development and implementation of Company best practices.

Key Success Factors

A successful IT Coordinator maintains an efficient network of workstations and peripherals to adequately support the needs of the workforce; responds quickly and professionally to support requests;  

Working Conditions

This is a part-time position.  Business hours are between 7:00am to 5:00pm. 

Salary and Benefits

Competitive and commensurate with experience and qualifications.

This job description is intended to describe the general nature and level of work required of this position. This is not meant to be an exhaustive list of all responsibilities, duties and skills required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Please take a few minutes and fill out our Predictive Index Survey 

For confidential consideration, please send cover letter and resume to totalhr@total-mechanical.com or upload your resume below.