Service Dispatcher; SAT

Service Dispatcher (SAT)

Location:

Cleveland, OH

Allegion helps keep people safe and secure worldwide through more than 30 brands and 12,000+ employees. Our focus on security around the doorway and beyond is supported by industry-leading products and services.

• Receive incoming telephone calls and assess and dispatch service calls
• Provide feedback to the call center for call loading improvements and customer concerns
• Provide field team with parts support to help minimize return trips
• Assist the field team with call overloads and direction
• Prioritize and determine best available technician to complete job
• Maintain the quality, quantity, and timeliness of dispatch to meet customer needs, questions or problems
• Ensure proper communication with customers to gather all pertinent information for service calls
• Consistently follow‑up with customers to ensure completion and satisfaction
• Track all service calls and provide service call reporting and metrics to management
• Maintain service call logs and service manuals
• Perform monthly technician rides to better understand team support requirements and business needs
• Promote the sale and implementation of service agreements to customers
• Coordinate with National Accounts service dispatch
• Provide administrative/back‑up assistance to Service Supervisor
• Perform duties and responsibilities as described in the quality system
• Perform work according to the Field Operations Policy and Procedures Manual
• Perform other assignments as directed by manager in support of service operations
• Work with Installation Coordinator on manpower sharing opportunities to increase productivity

• A valid state driver’s license, without restrictions, is required for this position
• 1+ year of customer service or dispatching experience
• High School Diploma or GED

• Associate degree
• 2+ years of service management/call center/field service experience desirable
• 2+ years field service experience
• Proficient with personal computers, including email, scheduling, word processing and spreadsheets (MS Office)
• Excellent written and verbal communication skills
• Self‑motivated; requires minimal supervision
• Knowledge of security hardware industry
• Time management and organizational skills
• Customer service oriented
• Ability to handle multiple priorities
• Proven team‑development experience preferred
• Ability to work in a deadline‑driven environment

• Opportunity to make an impact as part of a global team focused on safety and security
• Investment in professional development and career growth
• Culture that promotes work‑life balance with generous paid time off
• Award‑winning company recognized for employee engagement and development

• Health, dental and vision insurance
• 401(k) plan with 6% company match and no vesting period
• Tuition reimbursement
• Employee discounts through Perks at Work
• Community involvement and giving‑back opportunities
• Support for leveraging strengths through Clifton Strengths testing and coaching

Join our team of experts and help us make tomorrow’s world a safer place. If your experience aligns with the role, we encourage you to apply even if you do not meet every single qualification.

Allegion is an equal‑opportunity and affirmative action employer. We are committed to building and maintaining a diverse and inclusive workplace, providing accommodations for persons with disabilities. If you need assistance applying, please contact our Talent Acquisition Team.

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