Dispatcher / Service Writer

Essential Duties and Responsibilities

• Dispatching & Scheduling
• Schedule and dispatch service technicians for shop and field repairs in an efficient and timely manner
• Monitor technician availability, skill sets, and job priority to maximize productivity
• Cooky with parts, service management, and customers to ensure jobs are properly prepared
• Adjust schedules as needed due to emergencies, delays, or changing priorities
• Track job status and follow up to ensure timely completion
• Communicating with all field service customers when any changes need to be made to the schedule by phone, email, text, etc.
• Getting Authorizations for repairs as needed on any/all field service requests where applicable
• Always promote and Exhibit company policy with emphasis on a team mentality
• Service Writing & Customer Support
• Receive service requests from customers via phone, email, or in person
• Create and manage work orders with accurate equipment, labor, and customer information
• Communicate clearly with customers regarding repair needs, timelines, and service recommendations
• Provide service estimates and obtain customer authorization when required
• Maintain professional and courteous communication at all times
• Administrative & Documentation
• Ensure work orders are complete, accurate, and properly documented
• Capture technician labor, parts usage, and job notes accurately
• Aid with warranty claims and service documentation as needed
• Maintain service records in dealership management systems
• Support service billing and invoicing processes
• Cordination & Team Support
• Act as a liaison between customers, technicians, parts department, and service management
• Support technicians by ensuring they have the correct information, parts, and resources
• Promote safety, efficiency, and quality standards within the service department
• Aid with additional service department tasks as assigned

Qualifications

• High school diploma or equivalent
• Previous experience in a service dispatch, service writer, or coordinator role
• Strong organizational and multitasking skills
• Excellent communication and customer service abilities
• Working knowledge of heavy equipment, diesel engines, or related mechanical systems
• Proficiency with computers and service management software

Preferred

• Experience in a heavy equipment, construction, agricultural, or industrial dealership
• Familiarity with warranty processes and OEM service guidelines
• Basic mechanical knowledge to understand service recommendations
• Ability to work in a fast-paced, team-oriented environment

Skills & Competencies

• Time management and prioritization
• Attention to detail and accuracy
• Problem-solving and decision-making
• Professional phone and written communication
• Ability to handle multiple customers and technicians simultaneously
• Dependability and strong work ethic

Working Conditions

• Primarily office-based with frequent interaction in shop and yard areas
• Standard business hours with occasional overtime as required