Field service dispatching is all about providing the perfect solution for customer concerns quickly and precisely—before and after purchase. Having the right dispatcher can mean a night-and-day difference to your field service business.
Most companies assume that the role of a dispatcher is simple and that anyone with decent communication skills can do the job effectively. But in reality, dispatching is much harder than that, and it is important you are aware of that. You need to take dispatching seriously; it plays a critical role in keeping your business running smoothly.
Dispatchers are the ones who schedule jobs and provide technicians with the information they will need in the field. They are skillful all-rounders responsible for the overall coordination of field operations.
In this article, we’ll learn about different types of dispatchers.
Who is a dispatcher?
Dispatchers aren’t just individuals who answer phone calls and deal with customers; it goes beyond that. Dispatchers play a huge role in helping coordinate every service call. Acting as a reliable and dependable source of communication, field service dispatchers ensure that customers receive the service they need when they need it.
A wide variety of organizations across a range of industries use dispatchers as communication hubs. Dispatchers answer incoming calls and communicate with those in the field to facilitate addressing customer requests. From trucking to emergency services, they ensure that the appropriate people or products get to the right place at the right time.
Types of field dispatchers
A well-run field service business requires coordinated efforts if they are to perform well when delivering service to their customers. Dispatchers stay on top of service requests to provide field technicians with all the information they need to get the job done.
Here are the five most common types of field dispatchers.
1. Field service dispatcher
A field service dispatcher is the linchpin of a successful field service organization. They are the liaison between management and the field technician, so they play a vital role in delivering a superior customer experience.
The role of the field service dispatcher ranges from addressing customers’ calls to effectively scheduling appointments. They serve as a vital link, bridging the gap between customer needs and the availability of technicians, ensuring seamless coordination and timely service delivery.
Dispatchers have the responsibility of assigning the right jobs to the right field technicians. To achieve this, a comprehensive understanding of their field teams’ availability and skill sets, coupled with extensive knowledge of travel routes and essential tools, is crucial for field service dispatchers. This expertise empowers them to ensure the timely delivery of services by field technicians.
2. Logistics dispatcher
Shifting schedules, last-minute changes, and routing issues are some of the day-to-day hassles a logistics company must face. The logistics industry depends on a dynamic workforce to meet ever-changing demands and navigate the endless number of moving parts. Here’s where logistics dispatchers come into play.
Logistics dispatchers are responsible for the effective allocation of resources and goods, and the collecting and processing of data necessary for the timely coordination of each technician and asset. Additionally, dispatchers coordinate operations with truck drivers and other stakeholders about the goods and optimize their movement.
The major task of freight dispatchers is to ensure that service vehicles are fully equipped and make sure drivers have delivery and arrival schedules that will meet customer requirements.
3. Emergency dispatcher
Emergency dispatchers are the first person most people call during an emergency; they act as the lifeline between disaster and aid, and they are a vital part of public safety.
Emergency dispatchers are experts in handling disaster management calls and managing rescue responses. They provide crucial information to paramedic crews and hospitals for appropriate and immediate responses.
In addition, an emergency dispatcher is also a qualified communicator tasked with gathering information about medical emergencies and dispatching EMS (emergency medical services).
The emergency dispatcher’s role involves prioritizing and dispatching 911 calls, basic life support to advance ambulance support, as well as communicating with other first responder agencies to aid people in trouble.
4. Facility service coordinator/dispatcher
A facility coordinator oversees all activities inside a building, ensuring that health and safety standards are met and arranging repairs as needed. In most cases, the coordinator report to the facility manager, and they work together to track expenses and coordinate with external stakeholders.
Facility service coordinators play a pivotal role in ensuring an optimal working environment for all field technicians. Acting as the liaison between the company, employees, and external contractors, they effectively manage communication and coordination for seamless operations.
Here are some other duties and responsibilities of the facility service coordinator
- Ensuring compliance with health regulations
- Responding to maintenance requests
- Assisting with minor appliance repairs
- Communicating with vendors
- Keeping accurate records
- Conducting market research
5. Remote dispatcher
The role of a remote dispatcher includes answering calls and communicating with remote units to arrange the appropriate response. They act as a communication point for emergency and non-emergency calls, depending on the industry.
Remote dispatchers are often responsible for maintaining call logs, monitoring routes, and coordinating with field teams.
A remote dispatcher’s responsibilities include
- Documenting and maintaining records of customer requests, work done, expenses, and other dispatching details.
- Responding to queries related to delivery and prioritizing the calls according to urgency.
- Communicating the job details and other important information to the field workforce.
Dispatchers are responsible for coordinating with customers and field technicians to effectively meet their service demands. They address customer complaints and adjust schedules to make sure the right technicians are dispatched to the correct jobs each and every time. There are different types of dispatchers with different responsibilities, depending on industry.
A field service management software product like Zuper enables your dispatchers to assign the right technicians by seamlessly letting them know each field technician’s availability, eliminating the need for back-and-forth calls, and improving overall process efficiency. Learn more about how Zuper can empower your dispatchers. Schedule a free demo today!