Allegion

Compensation

Full Description

## Key Role Overview The Service Dispatcher supports Stanley Access Technologies service operations by receiving and assessing incoming service calls, dispatching technicians, providing parts support, and tracking service metrics. Reporting to the Branch Manager in Cleveland, OH, this role ensures timely, accurate communication with customers and field teams to drive first-time fixes and customer satisfaction. The position requires coordination with national accounts, support for service supervisors, and occasional administrative responsibilities. ## Key Responsibilities - Receive incoming telephone calls and assess service needs, gathering all pertinent information from customers. - Dispatch service calls and prioritize assignments to determine the best available technician for each job. - Provide feedback to the call center for call loading improvements and highlight customer concerns. - Provide parts support to field teams to help minimize return trips and assist with call overloads and direction. - Maintain the quality, quantity, and timeliness of dispatch to meet customer needs and resolve problems. - Consistently follow up with customers to ensure completion and satisfaction of service calls. - Track all service calls, maintain service call logs and manuals, and provide reporting and metrics to management. - Perform monthly technician rides to understand team support requirements and business needs. - Promote the sale and implementation of service agreements to customers and coordinate with National Accounts service dispatch. - Provide administrative/back-up assistance to the Service Supervisor and perform other assignments as directed by the manager in support of service operations. - Perform duties as described in the quality system and follow the Field Operations Policy and Procedures Manual. - Work with the installation coordinator on manpower sharing opportunities to increase productivity. ## Required Qualifications - High School Diploma or GED. - Minimum 1+ year of customer service or dispatching experience. - Valid state driver's license without restrictions required. - Skills or experience with personal computers, including email, personal scheduling, word processing and spreadsheet skills (MS Office). - Excellent written and verbal communication skills. - Self-motivated with the ability to work with minimal supervision. - Knowledge of the security hardware industry is required. - Time management and organizational skills; ability to handle multiple priorities and work in a deadline-driven environment. ## Preferred Qualifications - Associate degree. - 2+ years of service management, call center, or field service experience desirable. - 2+ years of field service experience. - Proven knowledge of team development preferred. ## Compensation & Benefits - Salary range: Not specified in the posting. - Health, dental and vision insurance coverage. - 401(k) plan with a 6% company match and no vesting period. - Tuition reimbursement. - Employee discounts through Perks at Work. - Generous paid time off and opportunities for community involvement. - Opportunities for strengths-based development through Clifton. Strengths testing and coaching. - Work at an award-winning company recognized by the Gallup Exceptional Workplace Award. ## Additional Information - Work location: Cleveland, OH; position reports to the Branch Manager and supports regional service operations. - The company encourages applicants from diverse backgrounds and provides accommodations for persons with disabilities; applicants are encouraged to apply even if they do not meet every qualification. - Typical duties include coordination with national accounts, monthly technician rides, and occasional administrative responsibilities. - Allegion is an equal opportunity employer and emphasizes employee development and work-life balance.