Call by Call Manager at Bacon Nation Inc

Description

Job Summary:

The Call-by-Call Manager will be responsible for managing and optimizing the scheduling and dispatching of technicians within the specified department based on individual service requests. This role is key in ensuring timely, efficient, and customer-focused responses to all service calls while maintaining operational excellence. You will collaborate closely with the dispatch, customer service, and service teams to ensure the smooth execution of departmental maintenance, repairs, and installation jobs.

Job Duties and Responsibilities:

 

Call Scheduling & Dispatching:

• Manage daily service call schedules, ensuring technicians are dispatched to customer sites in an efficient and timely manner.
• Prioritize calls based on urgency, customer needs, and technician availability.
• Coordinate with technicians to confirm arrival times and job details. 

Customer Communication & Coordination:

• Spearhead coordination of services and communication between technicians, dispatchers, project coordinators, and customers.
• Address customer inquiries, concerns, and reschedule requests promptly and professionally.

Technician Performance Management:

• Monitor technician performance on a per-call basis, ensuring adherence to quality standards, safety protocols, and company procedures.
• Provide regular coaching to technicians to ensure consistent quality and provide growth opportunities.

Data Tracking & Reporting:

• Maintain accurate records of all service calls, technician assignments, and completed jobs.
• Generate performance reports on technician efficiency, customer satisfaction, and job completion.
• Analyze service call patterns to optimize scheduling and reduce downtime.

Process Improvement:

• Identify bottlenecks or inefficiencies in scheduling or dispatching and implement solutions to improve workflow.
• Work with the leadership team to develop and refine best practices for handling call-by-call operations in order to promote the maximum department gross margin.

Inventory & Parts Coordination:

• Ensure that technicians are equipped with the necessary tools, parts, and materials to complete service calls effectively.
• Communicate with inventory or warehouse teams to ensure availability of parts and equipment for urgent jobs.

Finance Management:

• Promote and maintain gross margin for your department.
• Monitor and manage cost of labor and materials used by your department.

Requirements

Education & Experience:

• High school diploma or equivalent; associate or bachelor’s degree in a related field preferred.
• Minimum 2-3 years of experience in the respective department, dispatching, or customer service management.
• Previous experience with field service scheduling and dispatch software is a plus.

Skills & Competencies:

• Strong communication and customer service skills.
• Exceptional organizational and multitasking abilities.
• Problem-solving skills and ability to handle urgent, last-minute changes in schedules.
• Proficiency with ServiceTitan.
• Knowledge of relevant systems, services, and terminology is a plus.
• Ability to work in a fast-paced environment while maintaining attention to detail.

Work Environment:

• Primarily an office environment with regular visits to job sites or customer locations.
• May require standing for long periods, walking on uneven terrain, climbing ladders, or working in extreme weather conditions when visiting job sites.
• Occasional evening or weekend work may be required, especially during peak seasons or emergencies.