Field Dispatcher

About the Role

Peterson Cat Power Systems is seeking an experienced Field Dispatcher based at our Hillsboro, OR location. This position coordinates the assignments of service technicians and materials to accomplish field repairs and administers related paperwork in a family-owned, safety-focused environment where your work directly impacts communities.

Responsibilities

• Answer phone calls from customers and record all needed information for technicians to start repairs.
• Accurately open work orders in Dealer Business System (DBS) with information given by the customer and/or internal Product Support Sales Representative, including correct Purchase Order (PO) number or account number the job is charged to.
• Use Service Information System (SIS) to check if a machine has warranty or if there are any known issues with a customer’s serial number range that might help the technician with the machine repair.
• Collect Cash on Delivery (COD) from customers at end of jobs via credit cards, checks, and sometimes cash.
• Use Varian for PO# for outside purchases in order to charge the right accounts.
• Use scheduler program to maintain a log of all field technicians’ locations at any given time. Utilize Vision Link to help pre-plan repairs by determining the location of machines and review fault codes prior to dispatching a technician.
• Be on call, on a rotating schedule, to take after-hours calls from customers with equipment breakdowns and dispatch technicians for repairs, including calls for other stores.
• Review timecards to ensure all time charged is in the correct segment/work order. Help enforce timely submission of timecards and service reports.
• Help coordinate field service safety meetings and enforce company policy regarding safety.
• Assist with any work order questions to help close jobs in a timelier manner.
• Maintain punctual, regular, and predictable attendance.
• Assist technicians with parts and tooling, and check on back-ordered parts.

Requirements

• High school diploma or GED.
• Minimum of 2 years of directly related customer service experience, preferably in a heavy industrial environment; or an equivalent combination of education and work experience.
• A background in dispatching and/or heavy equipment/mechanical experience is preferred.

Benefits

• Competitive wages.
• Generous benefits.
• Promotional opportunities at a family-owned and operated business.