Dispatcher

About the Role

Perform a variety of duties associated with dispatching functions to provide prompt and efficient service to customers.

Responsibilities

• Answer all incoming telephone service requests and record pertinent information on Call Sheet (F-1675) or computer.
• Dispatch calls, using the Call Sheet or computer to supply information needed by Service Technicians and determine call priorities.
• Clear calls when complete service tickets are received from Service Technicians.
• Maintain a follow-up system for parts ordered by Service Technicians to ensure customer satisfaction per company policies.
• Check service tickets for proper extensions, correctness, and inspections due.
• Be responsible for filing Service Tickets numerically (F-595).
• Type and/or maintain Inspection List, Automatic Scale/Wrapper, and General Line records.
• Update and maintain files (computer or manual) from monthly active installation list change notices.
• Maintain an Equipment File (F-1610), including contacting customers about estimates for overhauls, new equipment prices, and service completion.
• In manual offices, prepare Productivity Reports and maintain a "No Charge" file for management reference.
• Assign service tickets to Service Technicians.
• Transfer incomplete service calls with all pertinent information to the Call Sheet (F-1675) or update computer status for the following day.
• Perform other clerical functions such as tracking consignment, assisting walk-in customers, shipping/receiving, and handling supervisor phone calls.
• Assist in the parts area as needed.
• Train or cross-train other employees as requested.
• Interface with a Branch computer if available.
• Follow up on completed service calls to verify customer satisfaction and promote service contracts.

Requirements

• High School diploma or equivalent training.
• 0-18 months of relevant experience.

Work Environment

• Diversified duties requiring general knowledge of product lines and service parts.
• Frequent contact with branch employees, customers, and outside personnel, requiring courtesy and tact to maintain good relations.
• Occasional handling of confidential data where disclosure may impact the business.
• Use of a wide range of procedures and exercise of judgment within standard practice limits.
• Often receive assistance and training from more qualified personnel for complex assignments.