Dispatch Specialist

Job Description

Job Description

The Dispatcher Coordinator ensures efficient and effective scheduling and assignment of repair orders (ROs) to technicians, maximizing shop productivity and minimizing downtime. They coordinate workflows, monitor job progress, and maintain clear communication between technicians, service advisors, the sales department, and customers, ensuring exceptional customer service and operational efficiency.  

Key Objectives:   

• Optimize technician productivity and shop efficiency 
• Ensure accurate and prioritized dispatching  
• Deliver exceptional communication and customer service  
• Track and improve key performance metrics   
• Foster a collaborative and positive work environment   

Responsibilities:  

• Technician Workflow Coordination  
• Assign repair orders (ROs) to technicians based on skill level, availability, and job priority.  
• Monitor job progress and ensure adherence to schedules and promised timelines.  
• Adjust assignments as needed to accommodate delays, urgent repairs, or changes in priorities.  
• Communicate clearly with technicians to set expectations and address concerns.  
• Shop Capacity and Efficiency Management  
• Ensure the shop operates at maximum capacity by efficiently scheduling jobs.  
• Minimize technician downtime through proactive staging and prioritization of work.  
• Collaborate with the service manager to identify and resolve bottlenecks in workflows.  
• Utilize dispatching tools and software to maintain accurate records and performance metrics.  
• Repair Order Accuracy and Priority Management  
• Review repair orders to confirm clarity and accuracy after assignment.  
• Implement and maintain a priority system for job assignments, balancing urgent repairs with routine tasks.  
• Provide feedback to service advisors when ROs need clarification or additional information.  
• Customer Service and Communication  
• Maintain communication with service advisors regarding job progress and expected completion times.  
• Escalate any delays or issues impacting customer satisfaction to the service manager.  
• Contribute to achieving high levels of customer satisfaction by ensuring timely and accurate service delivery.  
• Performance Tracking and Reporting  
• Track key performance metrics, including technician productivity, efficiency, and RECT (Repair Event Cycle Time).  
• Report daily performance results to the service manager, highlighting successes and areas for improvement.  
• Use data to identify patterns and recommend workflow adjustments to improve overall shop performance.  
• Team Collaboration and Development  
• Foster strong working relationships with technicians, service advisors, and managers.  
• Provide input on technician performance to support training, recognition, and development initiatives.  
• Promote a positive and collaborative team environment.  

What you’ll bring:    

• Demonstrated experience in scheduling, workflow coordination, or a similar role where organizational skills and prioritization are essential.  
• Strong problem-solving and decision-making skills, particularly in dynamic or fast-paced environments.  
• Excellent communication and interpersonal skills to coordinate with diverse teams and customers.  
• Proficiency with scheduling software, dispatch tools, or similar platforms.  
• Ability to analyze data and make informed decisions to optimize operations.  
• Familiarity with repair processes or technical workflows is beneficial but not required.  
• Proven ability to work collaboratively and foster a positive, productive team environment.  
• Ability to pass a background and drug test  
• Demonstrate alignment with the Company’s vision, mission, and core values in all interactions  

Expected Results:   

• Technician Productivity and Efficiency: Ensure technicians meet or exceed productivity and efficiency goals.  
• Shop Throughput: Maximize shop throughput by reducing downtime and optimizing scheduling.  
• Repair Event Cycle Time (RECT): Consistently reduce RECT to improve customer satisfaction.  
• Job Priority Management: Maintain an effective priority system that aligns with service department goals.  
• Repair Order Accuracy: Ensure ROs are clear and accurate after assignment.  
• Communication: Facilitate seamless communication among technicians, service advisors, and customers.  
• Customer Satisfaction: Support the achievement of high Net Promoter Scores (NPS) through efficient service delivery.  
• Workforce Optimization: Balance technician workloads effectively to avoid overburdening or underutilization.  

Resources:   

• Dispatching and scheduling software  
• Performance data and reporting tools  
• Clear SOPs and repair order processes  
• Strong communication channels  
• Training and development materials  

Who we are:   

Bish’s RV is one of the largest family-owned RV dealers in the country. We are dedicated to providing quality products and services that exceed the expectations of our customers and creating an atmosphere where our customers can enjoy a positive experience as friends of our family business.  

Our company is currently experiencing record growth with more expansion on the way. The opportunities to grow within our organization are outstanding and our dedication to each employee’s success is unparalleled.  

We are looking for top performers who set high expectations for themselves and are willing to put in the time and effort to achieve them. We are a goal-driven company with a high-performance culture and believe in setting ourselves apart by being “Different with a Purpose.” Our culture is built upon the foundation of our core values: We are Genuine, Fun, and Driven by Results.  

Perks:   

• Comprehensive benefits package including medical, vision, dental, and other supplemental coverages  
• 401K matching 
• Access to a partner insurance agency for personalized quotes and coverage guidance across home, auto, RV, and specialty insurance products 
• Employee discounts  
• Company-paid life insurance  
• Gym membership reimbursement  
• Opportunities for advancement   
• RV Borrowing Program  
• Incredible Team Culture   

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.  

Bish’s RV honors our military service members, veterans, and their family members by being a military friendly workplace. Many of the positions within our organization are transferable from previous military occupations.