Service Dispatcher

Job Description

Job Description

4 Day Work Week, with one shift working from home (when trained).

Wednesday through Saturday 2 pm – midnight. This shift includes an additional $1 shift differential.

About Us :

WE BLEED BLUE
At MCT Companies, we like to say we bleed blue . Bleeding Blue is a dedication and commitment to our co-workers, customers, and our core values. Our core values define who we are. They are the underlying framework for our decisions, interactions, and relationships.
We strive for camaraderie because we are team players, a can-do attitude because we are problem solvers and doers, doing right by our word because we believe in honesty, excellence because we believe that expertise and quality is the key to success, and most importantly, fun because we cherish the life-long friendships and bonds made at MCT! We are looking for motivated individuals to join our growing family business!

Job Summary:

Provides excellent customer service to all customers and technicians to ensure follow up as appropriate. Manages Repair Orders variables and components including warranty, parts, service times, mileage and billing processes to account for resources accurately. Expertise is required to review and analyze Repair Order expenditures. Enhances organizations reputation by accepting ownership for accomplishing work that meets and exceeds customer expectations.

Duties and Responsibilities:

· Promotes and adheres to safety culture for self and others.

· Maintain call schedule for service technicians part of MCT family of companies.

· Review of all tickets with updates to all active tickets every 2 hours.

· Identifies appropriate personnel and then communicates plan of action to handle equipment breakdowns across the country to resolve customer issues.

· Accesses dealership directory to identify nearest resource for on-call service; 24 hour basis.

· Answers calls and responds appropriately to specified equipment failures.

· Manages Repair Orders to ensure proper billing processes including warranty, parts and service time.

· Monitors and tracks the repairs being made to completion and invoice.

· Educates customers on unit operations and responds to field questions using analytics and reporting.

· Familiar with customer Service Contracts and coordinates preventative maintenance schedules.

· Works as a team to cover shifts not covered due to paid leave as well as on-call duties as necessary.

· Handle customer calls/complaints for service-related issues.

Job Requirements:

· High School diploma or general education degree (GED)

· Provides excellent customer service

· Utilizes critical thinking skills, problems solving abilities, and exercises good judgment when completing tasks in an efficient, correct, and productive manner.

· Demonstrates technical knowledge of refrigeration systems as well as products to prioritize issues and to ensure work is completed in a timely manner.

· Previous technician experience a plus.

· Intermediate computer and data entry skill for Window’s based software programs. Knowledge of Microsoft Office Suite: Outlook, Excel required, Word and PowerPoint a plus.

· Active listening skills, oral/written comprehension and commitment to ensure quality service.

· Knowledge of geography to identify closest dealerships.

· Attendance and punctuality are essential job functions. Employees must arrive to work prior to the scheduled shift start time, while not taking unscheduled and unauthorized absences as determined by company and departmental guidelines. A 24 hour notice of absenteeism is preferable due to the nature of this role. Vacations must be approved by department director and coverage must be in place.

· Ability to work independently with little to no supervision.

· Must have the ability to make decisive and precise decisions in a timely manner

Physical Requirements:

• Ability to sit, stand, walk.
• Ability to see, hear, use computer and phone.
• Ability to work at heights and in confined spaces.
• Ability to work in hot and cold temperature extremes.
• Ability to wear required PPE (personal protective equipment)

Benefits:

• Paid Time Off - start's day 1
• Holiday Pay
• Medical, Dental, and Vision Insurance
• HSA & Flexible Spending Accounts
• Company Paid Long-term Disability
• Company Paid Short-term Disability
• Life + AD&D Insurance
• 401(k) with Employer Match
• Annual Clothing Allowance
• Fun and Rewarding Work Environment

Disclaimer: The requirements and physical demands listed in this job description are representative of the knowledge, skills, and or ability required. Reasonable accommodation can be made to enable individuals with disabilities to perform the essential functions. MCT Companies complies with federal and state disability laws and makes reasonable accommodations for applicants and candidates with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please contact Human Resources. The statements contained in this document are intended to describe the general nature and level of work being performed by employees assigned to this classification. It is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills of personnel so classified. The company reserves the right to modify this job description and or assign tasks for the employee to perform as the Company may deem appropriate. This job description does not represent a contract of employment, implied or otherwise. The employment relationship remains “At-Will”.
MCT is an equal opportunity employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, disability, marital status, veteran status, or any other occupationally irrelevant criteria.
MCT is an EEO/AAP Employer