The role of a dispatcher in the garage door business could be considered the "quarterback" in project management. The dispatcher usually controls the field schedule and keep things running smoothly to maximize production. They typically have some experience in the industry before becoming a dispatcher, although that may not always be the case. They coordinate and oversee garage door techs' work, and coordinate the techs, sales and warehouse personnel with projects. Their responsibilities include communicating with customers, installation and service techs, scheduling service and installation appointments, interfacing with sales people and communicating with customers.
Garage door dispatchers work with technicians who install, maintain and repair systems involving commercial and residential door systems and related products. A professional dispatcher oversees the technicians' work and directs them to jobs that require attention. They often start as a technician, installer and customer service rep before advancing to the level of dispatcher. A high school diploma is required to become a dispatcher, and at the highest level, these individuals can pursue roles as managers or owners of garage door businesses.
A dispatcher organizes service calls and installation requests so that a technician is sent to a variety of locations in a timely manner. This professional must have in-depth knowledge of garage door systems in order to translate the needs of the customer to the technician and vice versa. However, the main duty of the dispatcher is to maintain the work schedules for field technicians and assure that all customer commitments are met.
In addition, a dispatcher is responsible for providing logistical support to technicians and communicating with both fellow employees and customers. Dispatchers are ultimately responsible for informing customers of the progress of service operations while ensuring that technicians operate in a cost-effective fashion. In order to do this, a dispatcher must be able to match each available technician to a job based on that technician's skill level and location.
The U.S. Bureau of Labor Statistics (BLS) reported that work crew dispatchers - a group that included dispatchers from all service related industries, excluding emergency fire and rescue dispatchers, earned an average salary of $42,000 in 2018. Employment of these dispatchers is expected to increase by 4% during the 2014-2024 decade.
The ability to read fieldwork orders is essential for dispatchers, as is the ability to use basic computer software in order to schedule jobs and employees efficiently. Many door dealers install software that is specifically designed for scheduling, though these programs vary slightly by distributor, some experience on this type of software is often essential for employment and promotion. In addition, a dispatcher must be able to make judgment calls regarding the best plan of action for a particular job. They must also oversee its implementation from beginning to end, and a background in business studies may be beneficial. Good communication skills and a knowledge of garage door work and terminology are crucial for a dispatcher. They must be able to serve as a liaison between customers and techs, sales staff, finance and company management. A high school diploma and on-the-job training are typical prerequisites for this position.
Really good dispatchers, like customer service reps, derive much of their job satisfaction through knowing that they have a huge influence over completed field installation projects, responding to emergency service requests and in general getting the job done. They are particularly proud of solving problems, both internal and external, which ultimately allows the company to offer superior customer service. Of course, knowing that typical compensation packages are comprised of good pay and array of basic fringe benefits always helps. Finally, knowing that there is a good career path to management and beyond allows great dispatchers to strive to the highest level of performance.