Dispatcher

Job Description

Job Description

Dispatcher

Northeast Dock & Door, a Division of Thompson & Johnson Equipment

Full Time | $23.00 to $25.00 per Hour, Depending on Experience | Comprehensive Benefits Package

Join a Company Where Your Work Makes a Difference

Since 1954, Thompson & Johnson Equipment has built its reputation by investing in its employees, supporting its customers, and Delivering Our Promise every day.

As a family-owned company, we believe our employees are our greatest asset. We are committed to providing a workplace where people are respected, supported, encouraged to grow, and given opportunities to build rewarding careers.

Northeast Dock & Door (NEDD) is a division of Thompson & Johnson Equipment specializing in dock and door equipment, products, service, and solutions for commercial and industrial customers.

We're looking for a Dispatcher to play an important role in keeping our NEDD service operation and technicians moving throughout the day.

If you're highly organized, enjoy helping customers, can juggle changing priorities, and like being the person who keeps all the pieces moving in the right direction, we'd love to hear from you.

Position Overview

The Dispatcher coordinates the daily scheduling and dispatching of Northeast Dock & Door technicians to help ensure our customers receive timely and responsive service.

You'll schedule technicians for breakdowns, emergency service calls, preventive maintenance, installations, and other service work while responding to changes and new priorities throughout the day.

But dispatching is more than putting names on a schedule. You'll serve as a central point of communication between customers, technicians, Parts, Sales, Operations, and the Service Writer, helping make sure everyone has the information they need and our customers know what to expect.

What You'll Do

• Schedule and dispatch technicians for breakdowns, emergency service calls, preventive maintenance, and other service work.
• Prioritize service calls based on customer needs, urgency, technician availability, geography, and operational requirements.
• Adjust technician schedules as customer needs and priorities change throughout the day.
• Coordinate installation projects with Operations and field technicians.
• Open work orders and maintain accurate customer and service information.
• Process and maintain work order information in Company systems.
• Monitor Work in Progress and follow up on outstanding work and documentation.
• Process PM reports and route information requiring additional action.
• Communicate job requirements, schedules, and changes to technicians.
• Coordinate with Parts to help ensure technicians have what they need for scheduled work.
• Handle incoming customer calls and service requests.
• Confirm appointments and keep customers informed of scheduling changes and service status.
• Work closely with the Service Writer, Sales, Parts, Operations, and other NEDD employees to support customer needs.
• Help identify and resolve scheduling or workflow issues before they delay customer service.

What You'll Bring

We're looking for someone who has:

• Strong customer service and communication skills.
• Excellent organization and time management skills.
• The ability to manage multiple priorities and frequent interruptions.
• Confidence making decisions and adjusting priorities when schedules change.
• The ability to remain calm and professional when things don't go according to plan.
• Strong attention to detail and accuracy.
• Good problem solving and follow through skills.
• The ability to communicate effectively with both customers and technicians.
• The ability to work independently while collaborating with employees across multiple departments.
• Comfort working with computer-based scheduling, work order, and customer systems.
• A high school diploma or equivalent.
• One to three years of service department, dispatching, scheduling, customer service, or related experience.
• Experience in a service, industrial, construction, material handling, Dock & Door, or similar environment is a plus.

Why You'll Be Successful at Thompson & Johnson

At Thompson & Johnson, we're looking for more than experience. We're looking for people who share our commitment to outstanding customer service and supporting one another.

Successful employees:

• Bring a positive attitude to work each day.
• Demonstrate dependability, accountability, and professionalism.
• Communicate respectfully with customers and coworkers.
• Stay organized when priorities change.
• Take ownership and consistently follow through on commitments.
• Look for solutions instead of simply identifying problems.
• Understand that keeping employees informed is an important part of keeping customers informed.
• Work collaboratively to support the customer.
• Continue learning and looking for ways to improve.
• Help us Deliver Our Promise every day.

Benefits

We believe in investing in our employees by offering a competitive compensation and benefits package, including:

• Low cost medical, dental, and vision insurance.
• 401(k) retirement plan with a 50% Company match on the first 5% contributed.
• Paid vacation and sick time.
• Paid Company holidays.
• Company paid life insurance.
• Disability insurance.
• Company clothing allowance.
• Wellness reimbursement program.
• Employee referral program.
• Opportunities for training, professional development, and career advancement.
• Company events and celebrations, including our annual employee celebration, which alternates between the Clambake and Dinner Dance Gala.
• A supportive, family-oriented work environment where employees are valued and respected.

Build Your Career with Thompson & Johnson

At Thompson & Johnson, every employee plays an important role in our success. We believe great people build great relationships, and we're committed to creating an environment where employees can grow, contribute, and take pride in the work they do.

If you're looking for a position where your organization, communication, problem solving, and customer service skills can make a difference every day, we encourage you to apply.

We'd love the opportunity to meet you and show you what makes Thompson & Johnson a great place to build your career.

Equal Employment Opportunity

Thompson & Johnson Equipment Co., Inc. is proud to be an Equal Opportunity Employer. We are committed to creating a workplace where all employees are treated with dignity and respect and where employment decisions are based on qualifications, merit, and business needs.