Dispatcher

We’re a family-owned company under our fourth generation of leadership and have built our business based on the principles of trust, integrity and a desire to help our customers and employees succeed. LiftOne invests in people, facilities and innovative technology as part of the essential role we play in supporting our country’s supply chain and enabling critical goods to be delivered to homes and businesses. We’re a privately held company, and pair our scale with a strong foundation in our culture and values. This combination gives us a competitive advantage in the market and helps make us a trailblazing organization that is built to last.

We’re looking for hard-working, team-oriented professionals who enjoy working on new challenges every day. We believe our employees are the key to our success, and we’re committed to providing a work experience that helps our team grow to their full potential. We offer great benefits, competitive salaries and opportunities for advancement to all our employees.

About the role

The Dispatcher is responsible for specific daily administrative service functions in support of our branch operations while maintaining a high level of customer satisfaction. This person will help to train and mentor new team members.

Responsibilities

• Create, monitor, and manage the service technician work calendars and assignments, ensuring efficiency and full utilization. This will include dispatching technicians to customer locations.
• Responsible for WIP and dispatch of assigned technicians. Keep service manager informed of completion status.
• Monitor back ordered parts to ensure the technicians are aware when the parts are received.
• Ensure that the service technicians being dispatched have the training, parts needed, and certifications necessary to perform the work assigned.
• Maintain regular communication with the service technicians throughout the day.
• Proactively contact customers to keep them informed on the service to their equipment.
• Field customer calls, gather appropriate and necessary information, and provide excellent customer service to include follow up communications and honoring our commitments.
• Monitor real time work in process and maintain its age to branch goal, review with service manager on a weekly basis.
• Conduct daily recap of the status of projects and assignments and review with your service manager.
• Maintains appropriate records, files, documentation, etc.
• Overcome objections and handle tough conversations both internally and externally, keep service manager informed.
• Review service dashboard reports and assist service management as a solutions provider to improve key customer and business performance metrics.
• High ability to multitask and prioritize responsibilities.
• Administer the service process from creation of work order all the way through creation of an invoice working with a team of assigned technicians.
• Other duties as assigned.

Qualifications

• High school degree (or equivalent); Associate’s degree from a two-year college highly preferred.
• Previous experience within a field service environment strongly preferred, to include time management and dispatching of field service personnel.
• Prior experience in a service-oriented environment and use of a service scheduling software highly preferred.
• Ability to maximize use of CRM and field service management system.
• Strong customer service and follow up skills.
• Strong communication skills to include internal and external communications, conflict resolution, and the ability to discuss technical situations with customers and technicians required.
• Experience delivering on responsibilities and commitments while working in a fast-paced environment.

Skills

• Microsoft Office (Word, Excel, Outlook and PowerPoint).
• Scheduling and Time Management software/programs.
• Experience with Windows based programs.
• Preferred experience with SalesForce and/or ServiceMax.

Workplace Requirements

Physical Demands

While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to sit. The employee must frequently lift, carry, push, pull and/or otherwise move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment

While performing the duties of this job, depending on site location, the employee may be exposed to moving mechanical parts and equipment. The employee may occasionally be exposed to high, precarious places, fumes or airborne particles; outside weather conditions and vibration. The employee may occasionally be exposed to wet and/or humid conditions; toxic or caustic chemicals; extreme cold; extreme heat and risk of electrical shock. The noise level in some work environments is occasionally loud.