Insight into the scheduling of service technicians
David is a dispatcher at CWS Fire Safety in Bielefeld. As a service dispatcher, he ensures that 20 technicians know where to go and what to do every day. ‘I sit in front of three screens and plan our technicians‘ assignments,’ he explains. In addition to the current ERP system and Excel , he uses various planning tools to coordinate the assignments. ‘In 2025, I will be supporting the introduction of the new ERP system. An exciting challenge as a service dispatcher,’ says David.
Typical working day as a dispatcher: emails, telephone and planning
David starts his day as a dispatcher in a very relaxed manner: ‘I first walk through the office, greet my colleagues and get myself some water.’ He then switches his phone on so that the technicians can reach him if they have any questions about customer orders or the day's planning. ‘Then I work through my emails and plan the assignments for the next few days,’ he explains.
As a dispatcher, how do you manage to schedule all the service technicians efficiently? ‘It's sometimes challenging because, as dispatchers, we don't always know what the situation is like on site. For example, how long the footpaths are or whether electricity still needs to be laid,’ says David. ‘If something isn't right, we get feedback quickly and the technicians are very open and direct,’ he adds with a slight smile.
Teamwork in scheduling
David works in a small team in the scheduling department. ‘We split up the orders and swap ideas every day,’ he says about his work as a dispatcher. But there is also a lot of dialogue with other colleagues from the branch, for example at various team events. ‘We have breakfast together with the office staff from time to time, have a barbecue in our courtyard with everyone and in the summer there's sometimes a round of ice cream for everyone,’ adds David.
Why David loves his job as a dispatcher
‘The contact with people is the best thing about my job,’ says David. Each person has their own character and, as a dispatcher, David has to adapt to their different needs. He also loves the challenge of planning something new every day: ‘I can put my organisational skills to the test every day. It's also important to me that the assignments are varied and that the technicians have fun at work.’ So the job as a service dispatcher is never boring.
And how does he deal with stressful situations as a dispatcher? As a dispatcher, he knows many ways to deal with stress. ‘I like to work standing up, listen to podcasts during breaks or do stretching exercises. That helps me stay focussed.’ A clear head is particularly important in his job as a dispatcher - after all, he often has to find solutions quickly.
From career changer to dispatcher at CWS Fire Safety
David has been working as a dispatcher at CWS Fire Safety for almost two years. ‘At the beginning, I travelled with the technicians for a fortnight to get to knowthe different trades,’ he recalls. This helps him enormously as a dispatcher to better plan operations.
‘I hadn't had any contact with fire protection before. Anyone who wants to start a career as a dispatcher as a lateral entrant is optimally prepared by travelling with us, training and, above all, the exchange .’
Tips for applicants who would like to work as a dispatcher
David also has some tips for future dispatchers: ‘You should be good with people and resistant to stress ,’ David advises anyone interested in a job as a dispatcher. ‘Even without experience in fire protection or scheduling, you have a chance here. If you like planning and keeping several balls in the air at the same time, you're the right person for the dispatching department at CWS Fire Safety!’
When asked what superpower he would like to have for his job, David replies: ‘If I could have one superpower, I'd like to have ten arms to handle all the phone calls, emails and planning at the same time,’ jokes David. So if you have great coordination skills , you will feel at home in your role as a dispatcher.
Why work as a fire safety dispatcher at CWS Fire Safety?
‘The scheduling appealed to me because the focus is on people,’ explains David. However, the topic of fire safety is also becoming increasingly important, which David has also experienced in his private life. ‘CWS Fire Safety not only offers me an interesting job as a dispatcher, but also job security.’ He appreciates this advantage, especially after his experiences in the start-up world.
We would like to thank David for the informative interview about his job as a dispatcher!
Become part of the team
A fire safety dispatcher plans and coordinates the deployment of technicians and ensures that all orders are completed efficiently and on time. In addition to deployment planning , the tasks also include direct contact with technicians and customers. As an entry-level dispatcher, you have the opportunity to quickly gain a foothold, even without previous experience in fire protection. If you have a talent for organisation and enjoy working with people, send an unsolicited application to CWS Fire Safety now and become part of our strong team!