Field Service Dispatch

Description

JOB SUMMARY

The Field Service Dispatcher will maintain the Service Technicians daily schedules and dispatch the technicians as service calls are required. This position will schedule return service calls with customers when parts are in and maintain the schedules for service technicians. This position will oversee clear and concise communications with department managers, employees, and company customers, including keeping customers appraised as to company schedule and requested lead-times. The dispatcher will also provide accounting with maintenance contract billing information and push service invoices for billing in a timely manner.

DUTIES AND RESPONSIBILITIES

· Receive any incoming customer service calls.

· Create COD and PO required Quotes.

· Provides updates on initial call to client

· Monitors dispatch board and schedule technicians.

· Reviews, prioritizes, and distributes all service requests daily to technicians.

· Opens, monitors, and closes all work orders and reports any delays in completing jobs to the Service Manager daily.

· Assigns jobs based on the technician’s skills, available parts, and their location in relation to the job.

· Efficiently route service technicians to control operating expenses.

· Checks for open jobs at the customer and reviews service history before sending a technician.

· Checks with the technician after each job to see if they received the customer’s signature, has the PO if needed, and recorded the correct model #, serial # and hour meter reading.

· Utilizes the GPS system to track and manage the service technicians and the usage and maintenance of all service vehicles. Reports all variances to the Service Manager.

· Forecast workload for 2 – 3 days out.

· Process and invoiced completed Work Orders

· Review and update time tracking daily to ensure bill to hours are correct.

· Update and create new customer card and call logs as required.

· Help with creating assets and items when needed.

· Work with the rental department for rental swap and any required shop repairs.

· File and process warranty claims

· Other duties as assigned.

Requirements

REQUIRED SKILLS/ABILITIES:

· Excellent verbal and written communication skills.

· Strong organizational skills to prepare and assign routes.

· Strong leadership skills to ensure technician compliance with direction and assignments.

· Basic understanding of geographical areas and mapping programs to facilitate efficient routing.

· Proficient with or able to quickly learn dispatch and recordkeeping systems.

· Ability to work at a fast pace and under pressure.

· Ability to multitask.

· Advanced customer service skills.

· Knowledge of the industry is recommended but not required.

EDUCATION AND EXPERIENCE:

· High school diploma or equivalent required.

· At least three years of related experience and execution of similar duties in dispatch required.

· Previous experience with NetSuite or other Customer Relationship Management software.

· Previous Forklift experience is a plus.

PHYSICAL REQUIREMENTS:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. · While performing the duties of this job, the employee is regularly required to talk or listen. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. · Must be able to lift up to 25 pounds at times. · Vision abilities include close vision and the ability to adjust focus. · Ability to function in a work environment with moderate noise level from several sources creating constant activity.
• M-F 7:00 am to 4:00 pm