Ville : Dundas

Catégorie : Other

Industrie : Professional Services

Employeur : BGIS

Who We Are

BGIS is a leading provider of customized facility management and real estate services. With our combined team of over 6,500 globally, we relentlessly focus on enabling innovation through the services we deliver, while actively looking for new opportunities that will enable innovation for our clients’ businesses. Globally, we manage over 320 million square feet of client portfolios across 30,000+ locations in North America, Europe, Middle East, Australia and Asia. Further information is available at www.bgis.com

SUMMARY

The Dispatcher/Scheduler receives and interprets assigned maintenance and repair work orders then dispatches field technicians and subcontractors for safe fulfillment and timely resolution.  Dispatch is a critical environment within BGIS, responsible for effectively scheduling service technicians to drive maximum productivity utilizing a finite pool of manpower. The work environment is fast-paced, and client-service focused. 

KEY DUTIES & RESPONSIBILITIES

• Schedules service technician routing daily.
• Prioritize emergency versus non-emergency calls.
• Consider and balance urgency, health, safety & environmental (HSE) risk, and clients’ service level agreements (SLA’s) in scheduling.
• Collaborate with field technicians.  Build trust and always present a positive attitude to promote productivity in the workforce.
• Updates work order statuses and monitors open call reports to ensure commitments are consistently achieved.
• Support Operations Managers and Contract Managers with preparation of quotes when required.
• Include preventative maintenance calls to ensure regulatory and client requirements are satisfied.
• Schedule and assign technicians to appropriate assignments based on accreditation, capability, location, and parts/tools availability.
• Work closely with project managers to ensure safe, smooth delivery of project services utilizing field technicians.
• Random auditing of completed paperwork to ensure consistent premium quality is provided by field technicians.
• Scheduling includes service technician staff and subcontractors of multiple trades.
• Actively promote a safety-first mindset including Administering last minute risk assessments (LMRA’s) to technicians and sub-contractors to ensure safe work practices.
• Learns client account details, the service request/work order management systems, the telephone system, processes and operating procedures.
• Verifies assigned level of priority to ensure appropriate fulfillment of service requests.
• Learns techniques for troubleshooting service issues, communicating with internal technicians and Facility Managers, external service providers, landlords and other relevant parties.
• Provides customer service support backup to Operations Centre Representatives.
• Maintains confidentiality of client account information and other confidential information.  Conducts work in a professional manner.
• May be required to provide training to new Team Members.
• Other duties as assigned.

Knowledge & Skills

• Proven experience as dispatcher, scheduler, or relevant position is an asset.
• Demonstrates language proficiency (both verbal and written), including proper grammar, spelling and punctuation. Clear and effective communication skills.
• Strong customer-service orientation and demonstrated customer service skills.
• Demonstrated ability to learn new processes, tools, and other relevant information quickly.
• Ability to work in a fast-paced, multi-client environment with ability to apply various client-specific business processes to individual service request situations.
• Outstanding organizational skills and ability to multitask is sought.
• Demonstrated computer proficiency (MS Office, Work Order Management applications).
• Ability to gather information, accurately assess issues and assign level of priority; effective probing and problem-solving skills.
• Demonstrated personal leadership attributes incorporating a commitment to ongoing development and continuous learning.
• Bilingualism considered an asset

Licenses and/or Professional Accreditation

• None required

At BGIS we believe that diversity and inclusion is a key business driver, such that we never lose sight of its importance as it is woven into the fabric of our organization. We are committed to maintaining a barrier-free recruitment process by providing equal employment opportunities through recruiting and retention of individuals of all backgrounds. We recognize that promoting diversity is an essential component of our continuing pursuit for organizational success!