SERVICE DISPATCHER

Job Description

Job Description

Position summary :   Maintain organized assignment of field technicians to jobs, assuring timely response to customers while assigning most logical tech to each job.

General Purpose :     To maintain optimum response time to customers by providing consistent and logical scheduling for emergency service as well as scheduled maintenance.

Role qualifications :     

• Must partner with service staff to ensure workflow runs smoothly.
• Must be detail oriented to ensure thorough administration of functions.
• Must maintain excellent customer service attitude.

Position responsibilities :

• Monitor service calls for field, ensure all jobs are assigned (the night before) and completed as required.
• Respond to phone calls from customers and roadmen. 
• Stay in contact with customers and inform them of any changes in the schedule.
• If there are parts on order through the Parts Department, maintain contact with Parts Department to ensure timely receipt of parts and reschedule return trips as needed.
• Issue repair orders for new jobs or units that are scheduled for maintenance.
• Review Open Order Analysis daily to ensure all jobs are on schedule and closed as needed.  
• Assist field technicians as needed with any questions or concerns you can help with (not technical info).
• Assist SM Coordinator in the scheduling of SM’s and ensure schedules are kept.
• Perform projects as requested.

Essential skills and experience:

• Ability to organize and manage multiple priorities
• Excellent telephone and customer service techniques.
• Strong computer proficiency
• Commitment to company vision and mission

Nonessential skills and experience:

• Familiarity with other areas of our business
• Awareness of lean business principles – Lean Associate certified

Reporting to this position :   No direct reports

Physical demands and work environment :  The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

• Physical demands: Employee is required to frequently sit, talk, and listen, and to use hands to finger, handle, or feel objects, tools, or controls, including computer and other office equipment.  Employee is required to occasionally stand and walk.  Employee must occasionally lift and/or move up to 30 pounds.  Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Work environment:  The noise level in the work environment is usually moderate; however, while performing the duties of this job, the employee is exposed to noisier shop environments.  When performing duties of this job, it is a requirement to wear Personal Protective Equipment whenever appropriate.