Field Service Dispatcher

Field Service Dispatcher

Vehicle Services Group (VSG), a global leader in designing and manufacturing vehicle service, collision, and automotive OEM equipment, is looking for a seasoned Field Service Dispatcher to join our growing Madison, Indiana team. Reporting to the Service Operations Manager, the role coordinates and manages the daily activities of field service technicians, ensuring efficient and timely service delivery to customers.

This role involves scheduling, dispatching, and tracking technicians, as well as communicating with customers and resolving issues. The dispatcher acts as a central point of contact for both field technicians and customers, optimizing resource allocation and maintaining accurate records of service requests and technician activities.

Responsibilities include:

• Communication: Acting as the main point of contact between customers and field technicians, relaying information and updates about service requests, including details about the job, estimated arrival times, and any changes or delays.
• Scheduling and Dispatching: Assigning and scheduling service requests to field service technicians based on factors like location, skill level, and workload. This often involves managing and optimizing technician schedules and routes to ensure timely delivery.
• Receiving and Processing Service Requests: Answering incoming service calls from customers and colleagues, entering the details into a dispatch system, and creating work orders.
• Data Management: Maintaining accurate records of service calls, technician activities, schedules, and customer information within a computer system or database.
• Problem Solving: Addressing issues that may arise during a service call, such as delays, unexpected challenges, or last-minute requests, and finding efficient solutions.
• Customer Service: Interacting with customers, providing support, addressing inquiries and concerns, and ensuring a positive customer experience.
• Administrative Tasks: Assisting with paperwork, preparing reports, handling billing and invoicing, and other general office duties as needed.

Works with Leadership Team and Human Resources to attract, develop and retain talent in accordance with all applicable Company policies, and creates an environment that recognizes and maximizes the potential of all employees; where cross functional teamwork flourishes and strategic objectives are met or exceeded.

Handles special projects and other duties as assigned.

Overall qualifications – skills and experience:

• Education: Bachelor's Degree is a plus
• Experience: Five to seven years' related experience.
• Excellent Communication Skills: Excellent written and verbal communication skills are crucial for clear and effective interactions with customers and colleagues.
• Strong Organizational Skills: The ability to manage multiple tasks and prioritize effectively is essential for coordinating busy schedules and responding to incoming requests.
• Problem-Solving Abilities: The capacity to quickly assess situations, identify solutions, and make sound decisions is crucial for handling unexpected issues.
• Technical Aptitude: PC savvy with the ability to easily navigate windows-based programs. Familiarity with programs such as CRM platforms, dispatch software (CAD), Salesforce, mapping tools, and other relevant technologies are required.
• Customer Service Orientation: A commitment to providing excellent customer service and resolving customer concerns is essential.
• Ability to Work Under Pressure: Dispatchers often work in fast-paced environments with tight deadlines, requiring the ability to remain calm and focused under pressure.

On site, Madison, Indiana

Key Dover competencies:

• Builds and Manages Collaborative Relationships: Establishes and nurtures numerous stakeholder relationships within Dover and customers.
• Results Driven: Produces results that exceed Dover's strategic objectives via a combination of planning and implementation, while aligning with the Dover Values.
• Strong Business Acumen and Sound Judgment: Uses instinct and data to accurately assess business situations and industry trends, makes timely and appropriate decisions, and implements appropriate plans while aligning with the Dover Values.

The above description represents a general synopsis of the principal functions of the job and should not be construed as a comprehensive listing of all requirements that may be inherent in the job.

Equal Opportunity Employer