HVAC Dispatcher Best Practices
We're long time users of ESC and really like the software and learn things all the time.
I am looking for input on how everyone handles dispatches on their dispatcher board. I am not our company's dispatcher, hower I am in process of creating written processes and procedures and am taking a good look at our dispatching.
Currently any service work that we have on hand goes into the "service to do" column. In addition, we also have a "Jobs To Do" "Jobs On Hold" and "PMs To Do" Columns, where these respective dispatches all land.
Our dispatcher primarily schedules our techs once a day, usually at end of day for the next day. Our techs only receive one dispatch at a time.
What I would like to see is all of these work dispatches scheduled under each tech instead of just sitting in one column. My partners seem to believe, as do I, that by doing it this way, we would get a much better picture of the work on hand at any given time.
So I'd like to hear or get some advice from our community on how you do things. Here are some things I'm pondering -
- If we do start putting dispatches under the techs and let's say these dispatches stretch out over a week or two (maybe more) how do you manage them? It seems to me like you would be constantly shifting dispatch dates and moving things around.
- What's best way, whether keeping dispatches in a "to do" column or under a tech to make sure something doesn't get lost in the sauce.
- How do you handle a dispatch when the tech needs parts or makes recommendations? We created a column and status called "needs parts" which when the tech selects it, goes off his device (acts same as complete) and goes to a column on the EDB where our office works on taking care of recommendation. This generally works well for us but we do run into issues when the job isn't complete, such as a multi day PM.
I'm trying to make things easier for our dispatcher to get into scheduling things and get out of the "squeaky wheel gets the oil" mentality. Any tips, suggestions, resources would be very much appreciated.